Customer experience with self-service technologies in the banking sector: evidence from Nigeria

Ugwuanyi, Chidera Christian; Uduji, Joseph I.; Oraedu, Chukwunonso

doi:10.1504/ijbsr.2021.115983

Cited by 18 publications

(22 citation statements)

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“…For instance, Bhattacherjee (2001) in the study of online bank customers in the United States found PU to have a positive influence on customer satisfaction. A similar study by Ugwuanyi et al (2021) found PU to directly predict customers' satisfaction. Even in a complex setup like the e-procurement system, Brandon-Jones and Kauppi (2018) found that PU is directly related to a positive attitude towards an e-procurement platform.…”

Section: Perceived Usefulness (Pu)mentioning

confidence: 74%

“…Thus, customers would be more favourably disposed to banks' SSTs that are effort-free and less complex. This explains why Ugwuanyi et al, (2021) noted that technologies that are easy to use send a signal to the user that the provider is devoted to helping them accomplish their task without stress.…”

Section: Discussionmentioning

confidence: 99%

“…The originator of the model proposed the TAM to explain why users accept or reject information technology (Davis, 1989). It also provides the basis upon which one traces how external variables influence belief, attitude and behavioural intentions (Ugwuanyi et al, 2021;Davis et al, 1989 thus, it aligns with the S-O-R framework. The classical TAM model proposed two cognitive factors: perceived usefulness and perceived ease of use.…”

Section: Technology Acceptance Model (Tam)mentioning

confidence: 99%

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Understanding Drivers of Self-Service Technology (SST) Satisfaction and Marketing Bottom Lines

Ugwuanyi

Oraedu

Ifediora

et al. 2022

International Journal of Technology and Human Interaction

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Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular across various retail service settings. Having been introduced into the Nigerian banking space, the level of customers’ satisfaction from the system is still unknown given that it has disrupted the initial service setup customers were used to. Utilising two theoretical perspectives, this study examined what drives customers’ satisfaction with banks’ SST and further assesses their influence on different marketing bottom lines. The study employed a quantitative approach to sampling 310 banks’ SST users within a popular university in Eastern Nigeria. Using the PLS-SEM technique, the study found that the perceived ease of use and perceived control are strong drivers of SST satisfaction and other marketing bottom lines. Surprisingly, perceived usefulness was found not to influence SST satisfaction, and therefore present a unique result in this context. Based on the foregoing, theoretical and managerial implications were provided.

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Section: Perceived Usefulness (Pu)mentioning

confidence: 74%

Section: Discussionmentioning

confidence: 99%

Section: Technology Acceptance Model (Tam)mentioning

confidence: 99%

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Understanding Drivers of Self-Service Technology (SST) Satisfaction and Marketing Bottom Lines

Ugwuanyi

Oraedu

Ifediora

et al. 2022

International Journal of Technology and Human Interaction

Self Cite

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“…Prior studies highlighted the importance of the transaction related topics, for example, customer service experience (Ugwuanyi et al 2020), internet service performance (Eke & Singhry, 2020;Oyelami et al 2020), bank charges (Haruna et al 2018, mobile banking (Inegbedion et al 2019), and credit card payment (Aduaka & Awolusi 2020) as key influencing factors of customers' attitude in the Nigeria banking industry. Very interesting but surprising, previous studies did not pay attention or investigate "transaction problem" and "contact/complaint form" explicitly.…”

Section: Summary Of the 10-lda Topicsmentioning

confidence: 99%

“…previously as a concerning aspects of banking. For example, customer service experience (Ugwuanyi et al 2020), andbank charges (Haruna et al 2018). Furthermore, there are some topics that customers demonstrated mixed feelings.…”

Section: Objectivementioning

confidence: 99%

Statistical learning approaches to sentiment analysis in the Nigerian banking context

Ogunleye¹

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Banking is an essential component of our day-to-day activity, and the sector contributes to the development of every Nation's economy. To ensure bank stability, the banks have gone through several deregulation and reformation processes. Unfortunately, these processes and technological advancement have led to increased competitiveness, saturated market, and low profitability. Thus, the need for banks to build customer centric service to gain profitability and stability is vital. This opens the need to investigate customers attitude towards banking.With the growing usage of social network sites (SNS), the user generated content (UGC) has opened opportunities for banks to mine customers opinion . This can help the banks to generate insight into their product and services, create marketing strategies and manage their reputation. To the customers, this serves as source to information that can help in supporting decision making on product or service purchase. In this study, sentiment analysis (SA) techniques were employed to investigate customers attitude towards banking us ing Twitter data. However, the unstructured nature of the data and word ambiguity made sentiment analysis complicated. In the context of this study, SA is more difficult because it involves the natural language processing of Pidgin English and English words in the bank domain.Unfortunately, there are limited or no resources for this purpose.

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“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment

Rizomyliotis

Kastanakis

Giovanis

et al. 2022

Journal of Business Research

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Customer experience with self-service technologies in the banking sector: evidence from Nigeria

Cited by 18 publications

References 0 publications

Understanding Drivers of Self-Service Technology (SST) Satisfaction and Marketing Bottom Lines

Understanding Drivers of Self-Service Technology (SST) Satisfaction and Marketing Bottom Lines

Statistical learning approaches to sentiment analysis in the Nigerian banking context

“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment

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