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

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dc.contributor.author Gunawardana, H.M.R.S.S.
dc.contributor.author Kulathunga, D.
dc.contributor.author Perera, W.L.M.V.
dc.date.accessioned 2017-03-28T06:40:42Z
dc.date.available 2017-03-28T06:40:42Z
dc.date.issued 2015-01
dc.identifier.citation Gunawardana, H.M.R.S.S., Kulathunga, D., & Perera, W.L.M.V. (2015). 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, 17(1), 1-24. en_US, si_LK
dc.identifier.issn 1141-1128
dc.identifier.uri http://dr.lib.sjp.ac.lk/handle/123456789/4613
dc.description.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. en_US, si_LK
dc.language.iso en en_US, si_LK
dc.publisher Faculty of Economics and Business, Universitas Gadjah Mada en_US, si_LK
dc.subject commercial banks en_US, si_LK
dc.subject SST quality en_US, si_LK
dc.subject satisfaction en_US, si_LK
dc.subject Sri Lanka en_US, si_LK
dc.title Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka en_US, si_LK
dc.type Article en_US, si_LK


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