Effects of Self-service Technologies’ Attributes on Bank Customers’ Experience, Relationship Quality and Re-use Intention: Insights from a Developing Economy

Abstract

Services providers’ recent inclusion of technology-enabled mechanisms in services delivery especially in banking sector in developing economies are significantly replacing earlier human-to-human dominated pattern of bank–customer relationships. Notwithstanding glaring penetration of self-service technology applications in bank service delivery, how its attributes influence customer experience, relationship quality and reuse intention has been largely eluding research attention. Therefore, this article investigates influence of self-service technology applications’ attributes on customer experience, relationship quality and reuse intention among customers in deposit money banks. Data was collected from 310 respondents using online-based questionnaire. Structural Equation Modelling approach with the aid of SmartPLS serve as the analytical tool in the examination of hypothesized paths in the research schema. Findings reveal that perceived ease of use and perceived usefulness were positively related with cognitive and affective experience. Also, cognitive and affective experience had positive-significant influence on customer satisfaction; however, cognitive and affective experiences demonstrate statistically insignificant relationships with trust. Furthermore, satisfaction and trust positively and significantly correlate with reuse intention. Implication for theory and practice were put forward as well as suggestions for future research.

Fintech Service Quality of Saudi Banks: Digital Transformation and Awareness in Satisfaction, Re-Use Intentions, and the Sustainable Performance of Firms

“…Furthermore, the study found that the intention to use fintech significantly and positively influences a bank's sustainable performance. The study also examined the effect of the intention to use fintech on sustainable performance and the findings are consistent with the previous study of Ugwuanyi and Idoko [14]. Customer satisfaction also directly and significantly influenced the sustainable performance, and the findings are consistent with Waqas et al [41] and Junejo et al [42].…”

“…These researchers found that customers were more likely to re-use a service if they were satisfied with it. This argument was given additional credence by Ugwuanyi and Idoko [14], who demonstrated that the characteristics of self-service technologies considerably impacted the overall banking experience and, consequently, the re-use intentions.…”

“…In their study on mobile banking, Febrian et al [34] postulated a strong relationship between the benefits that were supplied, customer satisfaction, and the re-use intention of the service, with customer satisfaction and trust as the variables that mediated the relationship. In addition, Ugwuanyi and Idoko [14] conducted a study on the effects of the qualities of self-service technologies.…”

“…The tangibles, reliability, responsiveness, assurance, and empathy characterize the service experience in order to measure the service Sustainability 2024, 16, 2261 2 of 19 quality [2]. Alongside these advances is the role that fintech plays in redefining consumer satisfaction and experiences, hence driving or inhibiting the behavioral intents of customers to continue or stop their use of a service [14,15]. Unfortunately, digital transformation has always been neglected in the banking industry (e.g., toward choosing fintech) in order to change customers' behaviors towards achieving a sustainable performance.…”

Customer-Bank Relationship Quality on Bank Customers’ Cross-Buying Behavior: The Case of Vietnam’s Bancassurance

“…Một trong những khung lý thuyết phổ biến để giải thích cho ý định mua hàng và/hoặc hành vi mua hàng trong mối quan hệ giữa khách hàng và công ty là mô hình chất lượng mối quan hệ (Relationship Quality -RQ). Có nhiều bằng chứng cho thấy chất lượng mối quan hệ có tác động tích cực đến quá trình ra quyết định của khách hàng như: Ý định mua hàng (Cannière và cộng sự, 2010), ý định sử dụng lại sản phẩm dịch vụ (Ugwuanyi & Idoko, 2022), hành vi gắn bó (Fernandes & Pinto, 2019), gia tăng lòng trung thành của khách hàng (Supriyanto và cộng sự, 2021), và ý định mua chéo sản phẩm dịch vụ (Vyas và cộng sự, 2018). Một lý thuyết khác cũng được sử dụng để giải thích ý định/hành vi của khách hàng là Lý thuyết về hành vi có kế hoạch (The Theory of Planning Behaviour -TPB) (Ajzen, 1991(Ajzen, , 2002Armitage & Connor, 2001).…”