THE EFFECTS ON ATM SERVICE QUALITY TO CUSTOMER SATISFACTION IN BANK OCBC NISP (A CASE STUDY OF RESTO PLAZA SUB BRANCH)

Abstract

This research is aimed to examine “The effects of ATM service quality to customer satisfaction in bank OCBC NISP sub branch Resto Plaza Cikarang”. It helps people understand and investigates more the usage of automate teller machines. The selected variables are based on Service Quality (SERVQUAL) theory. Regression results indicate that five dimensions (Tangibles, Credibility, Reliability, Assurance and Sympathy) have significant effect to customer satisfaction into each transaction in bank OCBC NISP sub branch Resto Plaza Cikarang through F – Test method. The Researcher will use the primary data through 55 questions to survey to customers used the ATM service at bank OCBC NISP sub branch Resto Plaza Cikarang (Translated by Bahasa Indonesia) and program SPSS 16.0 for analysis the data collected. The research results shows that Tangibles, Empathy have significant effect to customer satisfaction in bank OCBC NISP sub branch Resto Plaza Cikarang. Other dimensions Reliability, Responsiveness and Assurance have not significant effect to customer satisfaction in bank OCBC NISP sub branch Resto Plaza via T – Test method.