ATM Service Quality and Customer Satisfaction: The Empirical Evidence from Commercial Banks in Cambodia’s Siem Reap Province



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Submitted Aug 16, 2023
Published Oct 31, 2023
10.24018/ejbmr.2023.8.5.2153

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This study aimed to investigate the effect of ATM service quality on customer satisfaction in Commercial Banks in Cambodia’s Siem Reap province. The target samples were drawn from four Commercial Banks in Cambodia’s Siem Reap province. A total of 236 respondents’ sample sizes of Commercial Bank costumer were collected by convenience sampling. A five-point Likert scale was employed to measure. Structural equation modeling was employed to test the proposed research framework. The results indicated that the path relationships between the independent variable of ATM service quality and the dependent variable of customer satisfaction were statistically significant and positive. In addition, the dimensions of five-ATM service quality were positively and significantly related to customer satisfaction. This study suggests that the service provided must be improved to influence the level of satisfaction for customers. Customers of Commercial Banks that use services from ATM services can be more cooperative in receiving services from better cooperation in the future.

Keywords: ATM service quality Cambodia’s Siem Reap Province commercial banks customer satisfaction

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