SABIO, MILA C. University of Nueva Caceres , City of Naga , 2001.
Keywords: customer Satisfaction and Automated Teller Machines
This study aimed to determine the customer satisfaction on BPI Unibank Bicol Cluster branches automated teller machines for C/Y 1999. specifically, This study sought to answer the following questions: 1) What are the ATM features/ services of BPI to its clients? 2) What is the level of satisfaction of ATM clients along: deposit, withdrawal, transfer of funds and alternative payment system? 3) Is there a significant difference as to the level of satisfaction among ATM users of BPI Bicol Cluster? 4) What are the perceived organization and environmental factors associated with the level of satisfaction?
The descriptive- evaluative method was used particularly I n describing the ATM features and services. The questionnaire was the primary tool utilized to determine and evaluate the level of satisfaction on ATM and The significant difference as to the level of satisfaction among ATM users as well as to find out the organizational and environmental factors associated with the level of satisfaction.
Major conclusions of the study were: 1) The BET/ATM has a wide-array of services offered to its clientele in its effort to provide customers' convenience and satisfaction; 2) The ATM machine have satisfactorily met the needs and expectations of the customers specifically along deposit, withdrawal, transfer of funds and alternative payment system as indicated by a high satisfaction rating; 3) There was no significant difference as to the level of satisfaction among ATM users of BPI Bicol Cluster branches along the four cited areas; however there was a significant difference in the level of satisfaction among ATM branches for both 1% and 5% significance levels, 4) The perceived organizational factors along manpower, facilities and financing were highly associated to the level of satisfaction of ATM clientele, likewise, there was a close association of the environmental factors along savings awareness /consciousness, competition and accessibility of ATM services to clientele.