The Impact of Automated Teller Machine Service Quality on Customer Satisfaction: A Quantitative Analysis
DOI:
https://doi.org/10.52432/justbest.3.2.70-79Keywords:
ATM Service Quality, Customer Satisfaction, Convenience, Ease of Use, Linear RegressionAbstract
This study aims to analyze the effect of ATM service quality on customer satisfaction of Bank Mandiri ATM users in Denpasar. The focus of this study is four dimensions of ATM service quality, namely convenience (ease of access), reliability (reliability), ease of use (ease of use), and fulfillment (fulfillment of expectations). Using a quantitative approach, data were collected through questionnaires distributed to 106 respondents who are active users of Bank Mandiri ATMs. Data processing was carried out using SPSS, and multiple linear regression analysis was used to test the effect of each dimension on customer satisfaction. The results showed that all dimensions of ATM service quality had a positive and significant effect on customer satisfaction. The dimensions of convenience and ease of use had a greater influence than reliability and fulfillment. These findings provide useful insights for Bank Mandiri to improve ATM services, especially in terms of ease of access, ease of use, and maintenance of ATM machine reliability. This study is expected to help banks improve the quality of ATM services in order to increase customer satisfaction and loyalty.
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