There are two issues that affect the services quality of ATMs. First, reliability of ATM is associated to the
situation where the ATM runs out of cash due to large number of customer usage or late replenishment. The screen
will appear “out of services” and machines broke down due to malfunction in mechanical parts which caused the
screen to appear “system under maintenance”. These issues are classified as inconsistency in operations. Reliability
of the ATM services focuses on consistency and dependability, whereby consistency is focusing on how much
money is being replenish and downtime for repair or maintenance requirement of ATM. This problem often
happened during public holiday or at night where the employees in-charge are not willing to back up due to the
requirement of the bank policy which need a few staff members to attend and execute the refill operations during
that particular time. Customers would have to wait for system recovery during normal operations hours. For
dependability aspect, ATM may breakdown due to lack of maintenance or heavy usage during peak time.
Dependability also highlights cases such as customers` accounts were credited while the machine did not dispense or
transfer the amount entered, fake notes were dispensed, receipt and mini statement were not printed. The
malfunctions commonly happen during peak time when customers need to use the ATM services urgently. For
example, frequent appearance of “Out of Service” on the screen of ATM and printing of receipt was not able to be
done due to in availability of printing papers or the printing service is jammed. Second, responsiveness of ATMs
service focuses on timeliness and technology. Timeliness is about handling customer complaints on ATMs services
within timeframe. There are cases where ATM returns the customers card prematurely or cards stuck for some
technical reasons or any kind of problems related to ATM. Finally, technology refers to the user-friendly system
provided by the ATM such as touch panel display or language and steps to completing a transaction. While some
frequent users may find the system as an easy transaction mode to be used, others may need some assistance.
Dissatisfaction among customers can be identified from customer complaints reports.