Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka

Abstract

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 selfservice 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. Abstrak: Kemajuan teknologi yang cepat dalam lingkungan perbankan mendorong bank-bank Sri Lanka untuk mengadopsi teknologi self-service dalam memberikan layanan melalui SMS banking, internet banking dan fasilitas phone banking,

Modeling the contingent role of technological optimism on customer satisfaction with self-service technologies

“…However, two other SST usage factorssecurity and responsivenesswere not found to have a significant positive influence on customer satisfaction. These results are consistent with those reported by Gunawardana et al (2015) where security and time savings were not found to positively contribute to customer satisfaction. Furthermore, the failure to find a direct effect of security on customer satisfaction could have been due to customers' assumption that it is a fundamental responsibility for banks to ensure that their SST-based transactions are performed in a highly secure and confidential environment.…”

“…The chances of customers' using the ATM system will be higher if this system is easy to use and error-free, which will eventually lead to higher customer satisfaction (Narteh, 2015). Overall, reliability is an Contingent role of cashrecycling ATM-SST important dimension of SSTs' service quality and the strongest cause of satisfaction among users (Fernandes and Pedroso, 2017;Gunawardana et al, 2015). Therefore, based on the evidence briefly reviewed above, the first hypothesis to be tested in the present study can be formulated as follows:…”

Customer Satisfaction Towards Self-Service Technology: A Systematic Literature Review

“…Technology acceptance model and trust significantly influence customer satisfaction Juliana, Djakasaputra, Pramono & Hulu (2020) Ease of use, Trust, quality, brand image, price, customer satisfaction and purchase intention Ease of use, trust and quality and purchase intention have significant positive effects on customer satisfaction Hossain, Zhou & Rahman (2019) Features of customer satisfaction (speed, ease of use, reliability, enjoyment control) Speed, ease of use, reliability, enjoyment have control positive relationship with customer satisfaction Barua, Aimin & Hongyi (2017) Perceived reliability and customer satisfaction model Perceived reliability positively influence trust. Trust have significant influence on customer satisfaction Ghani, Rahi, Yasin & Alnaser (2017) Role of technology acceptance model with satisfaction Ease of use, customer service and usefulness influence customer satisfaction positively which further develop adoption attitude Robertson, McDonald, Leckie & McQuilken (2016) Antecedents (speed, ease of use, enjoyment, control, reliability) and consequences (trust, word of mouth, reuse Speed, ease of use, enjoyment, control and reliability have positive relation with customer satisfaction intention) of customer satisfaction Gunawardana, Kulathunga & Perera (2015) Service quality attributes Service quality attributes positively associated with customer satisfaction…”

Understanding the determinants of adoption of mHealth services among older women’s perspective in Bangladesh

“…Four items of PU and four items of PEOU were adapted from the original model Davis (1989). For additional variables, five items of perceived reliability adapted from Gunawardana and Perera (2015), Hossain et al (2019) and Peng et al (2016), three items of price value from UTAUT-2 (Venkatesh et al , 2012), four items of technology anxiety from Eisingerich and Bell (2008), four items of behavioral intention from Venkatesh et al (2012) and five items of actual use behavior were adapted from Taylor and Todd (1995). To ensure that the instrument better fit this empirical study, some minor changes were made to ensure easy interpretation and comprehension of the questions.…”

“…In the context of health-care services, reliability is the most important factor in selecting the health services because of lifetime consequences for improper treatment. Reliability, a fundamental attribute of superior service quality (Gunawardana and Perera, 2015), is characterized by an SST's perfect technical functioning to deliver the service accurately (Elliott et al, 2013). In addition to this, Skard and Nysveen (2016) stated that if customers perceived the systems as easy to use they will perceive the systems as reliable and trustworthy.…”