This study aims to reveal customer problems especially related to the automatic money withdrawal machines named as “Asynchronous Transfer Mode” (ATM) in the banks that have branches in Turkey. Samples were selected from the provinces of Istanbul, Ankara, Van and Izmir. The study was implemented through a questionnaire with a scale. The research data were acquired by directly meeting with customers (N=1250) who use the ATMs of a model bank that have branches in these three provinces and 19 central districts where ATMs are commonly used and who have a relation with this bank. The questionnaire comprises of two parts. The first part includes questions about the demographic characteristics of the participants while the second part is made up of questions with a 5-point Likert scale. The research lasted for around two and a half months. Simple random sampling method was used in the research. Various analysis techniques were applied to the data acquired from the research, and analyses of multiple regression, ANOVA, chi-square, factor, hypothesis and variance were used. Cronbach's Alpha coefficient was found to be 0.922. In consequence of the study, the responses received from the majority of the participants showed that the services of the bank were insufficient, the customer services were not satisfactory, the problems resulted in severe monetary and moral damages, and the bank did not accept any responsibility regarding the various problems and any liability for the resulting damages.
Keywords: Bank, Customer, Satisfaction, ATM, Service, Customer Perception