Impact of self service technology quality on customer satisfaction: A case of retail banks in western province in Sri Lanka
Date
2015
Journal Title
Journal ISSN
Volume Title
Publisher
Gadjah Mada International Journal of Business
Abstract
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 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.
Description
Keywords
Self-service (Economics), Consumer satisfaction, Automated tellers, Banks and banking--Customer services
Citation
Gunawardana, HMRSS; D, Kulathunga and Perera, WLMV. Impact of self service technology quality on customer satisfaction: A case of retail banks in western province in Sri Lanka [online]. Gadjah Mada International Journal of Business, Vol. 17, No. 1, Mar 2015: 1-24.