Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka
Rapid technological advancement in the banking environment drives Sri Lankan banks to adopt self-service technologies to deliver services via SMS banking, Internet banking and telephone banking facilities, Automated Teller Machines (ATM) etc. This study explored the perceived quality of the self-ser...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universitas Gadjah Mada
2015-04-01
|
| Series: | Gadjah Mada International Journal of Business |
| Online Access: | https://jurnal.ugm.ac.id/gamaijb/article/view/6147 |
| _version_ | 1811230013751558144 |
|---|---|
| author | Gunawardana H.M.R.S.S. D. Kulathunga W.L.M.V. Perera |
| author_facet | Gunawardana H.M.R.S.S. D. Kulathunga W.L.M.V. Perera |
| author_sort | Gunawardana H.M.R.S.S. |
| collection | DOAJ |
| description | Rapid technological advancement in the banking environment drives Sri Lankan banks to adopt self-service technologies to deliver services via SMS banking, Internet banking and telephone banking facilities, Automated Teller Machines (ATM) etc. This study explored the perceived quality of the self-service technology of these services and its effect on customer satisfaction. The literature survey and in depth interviews helped to formulate quality dimensions: security, efficiency, eases of use, reliability and convenience and those dimensions were assessed through a questionnaire. This study surveyed 215 customers from branches of six dominating commercial banks located in Western Province of Sri Lanka. Data were subjected to Principal Component Analysis and retained factors were regressed using multiple regressions to assess the impact of quality dimensions on customer satisfaction. The results revealed that reliability and convenience have positive impacts on customer satisfaction but efficiency has a negative effect. |
| first_indexed | 2024-04-12T10:23:03Z |
| format | Article |
| id | doaj.art-c74533477b0442bea740b2435e1b3b60 |
| institution | Directory Open Access Journal |
| issn | 1411-1128 2338-7238 |
| language | English |
| last_indexed | 2024-04-12T10:23:03Z |
| publishDate | 2015-04-01 |
| publisher | Universitas Gadjah Mada |
| record_format | Article |
| series | Gadjah Mada International Journal of Business |
| spelling | doaj.art-c74533477b0442bea740b2435e1b3b602022-12-22T03:37:02ZengUniversitas Gadjah MadaGadjah Mada International Journal of Business1411-11282338-72382015-04-0117112410.22146/gamaijb.61475250Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri LankaGunawardana H.M.R.S.S.0D. Kulathunga1W.L.M.V. Perera2Department of Marketing Management, Faculty of Commerce and Management, University of Kelaniya, Sri LankaDepartment of Information Technology, Faculty of Management Studies and Commerce, University of Sri Jayewardenepura, Sri LankaDepartment of Marketing Management, Faculty of Commerce and Management, University of Kelaniya, Sri LankaRapid technological advancement in the banking environment drives Sri Lankan banks to adopt self-service technologies to deliver services via SMS banking, Internet banking and telephone banking facilities, Automated Teller Machines (ATM) etc. This study explored the perceived quality of the self-service technology of these services and its effect on customer satisfaction. The literature survey and in depth interviews helped to formulate quality dimensions: security, efficiency, eases of use, reliability and convenience and those dimensions were assessed through a questionnaire. This study surveyed 215 customers from branches of six dominating commercial banks located in Western Province of Sri Lanka. Data were subjected to Principal Component Analysis and retained factors were regressed using multiple regressions to assess the impact of quality dimensions on customer satisfaction. The results revealed that reliability and convenience have positive impacts on customer satisfaction but efficiency has a negative effect.https://jurnal.ugm.ac.id/gamaijb/article/view/6147 |
| spellingShingle | Gunawardana H.M.R.S.S. D. Kulathunga W.L.M.V. Perera Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka Gadjah Mada International Journal of Business |
| title | Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka |
| title_full | Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka |
| title_fullStr | Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka |
| title_full_unstemmed | Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka |
| title_short | Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka |
| title_sort | impact of self service technology quality on customer satisfaction a case of retail banks in western province in sri lanka |
| url | https://jurnal.ugm.ac.id/gamaijb/article/view/6147 |
| work_keys_str_mv | AT gunawardanahmrss impactofselfservicetechnologyqualityoncustomersatisfactionacaseofretailbanksinwesternprovinceinsrilanka AT dkulathunga impactofselfservicetechnologyqualityoncustomersatisfactionacaseofretailbanksinwesternprovinceinsrilanka AT wlmvperera impactofselfservicetechnologyqualityoncustomersatisfactionacaseofretailbanksinwesternprovinceinsrilanka |