Impact of Self Service Technology Quality on Customer Loyalty: The case of Commercial Banking Sector in Sri Lanka

2013 ◽  
Author(s):  
H.M.R.S.S. Gunawardana
Keyword(s):  
Sri Lanka ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Commercial Banking ◽  
Self Service ◽  
Self Service Technology

scholarly journals Technology Playfulness and Anxiety as Motivators and Hindrances of SST Adoption: Commercial Banking Sector in Sri Lanka

2021 ◽  
pp. 14-27
Author(s):  
B. S. Galdolage ◽  
R. M. K. S. Rasanjalee
Keyword(s):  
Sri Lanka ◽  
Service Sector ◽  
Banking Sector ◽  
Sampling Strategy ◽  
Commercial Banking ◽  
Service Encounters ◽  
Structured Interviews ◽  
Use Of Technology ◽  
Self Service ◽  
Fierce Competition

The swift growth of technological improvements has supported the continuing transformation of the service sector, in its conversion from conventional physical service encounters handled by service professionals into customer-controlled self-service technologies (SSTs). Even though prior research attempts have been made in assessing the acceptance of technology in general, the insufficient focus is placed on self-service technologies. Further, understanding the target customer is crucial with the fierce competition existing in the market sided with the development of technology. Therefore, the purpose of this study is to investigate which elements comprise the customers’ technology playfulness and anxiety  and how it influence the use of self-service technologies in the Sri Lankan commercial banking sector. The study undertook a qualitative approach with 50 semi-structured interviews from Western province banking customers who use SSTs utilizing a non-probabilistic purposeful sampling strategy. The data were analyzed using the technique of thematic analysis. The findings revealed “Enjoyment”, “Fun”, “Innovativeness”, “Entertaining”, “Creativity”, “Pleasure” and “Appealing features” as the seven themes of technology playfulness motivating the use of SSTs and “Transaction doubts”, “Elderly difficulties”, “Verification doubts” and “Security doubts” as the four themes of hindering factors towards the use of SSTs in the banking sector. The findings would contribute to the literature gap on the customer movement towards self-service technologies. Insights from the study would support the practitioners in understanding how to improve with the proper use of technology and delivery of self-service technologies in the commercial banking sector of Sri Lanka.

scholarly journals Banking sector competitiveness

2021 ◽  
Vol 10 (2) ◽  
pp. 195-202
Author(s):  
Champika Liyanagamage
Keyword(s):  
Sri Lanka ◽  
Business Models ◽  
Banking Sector ◽  
Positive Impact ◽  
Balance Sheet ◽  
Estimation Procedure ◽  
Commercial Banking ◽  
Sri Lankan ◽  
Level Data ◽  
Banking Institutions

Despite core banking, banks also engage in off-balance-sheet (OBS) market activities. In many developed banking industries, OBS activities have grown to be significant during the last two decades. This paper provides rather scarce evidence on the competitiveness among banks for OBS activities and its impact on the degree of banking sector competition in Sri Lanka. Panzar-Ross H statistic approach employing in this study to estimate bank competition used a comprehensive set of bank-level data of the whole commercial banking sector in Sri Lanka covering the period 1996-2018. The first-round analysis of the study uncovers substantial differences among banks concerning the OBS activities. EGLS panel estimation procedure applied in this study provides evidence for a lower level of competitiveness among Sri Lankan banks for OBS activities. More interestingly, the findings further reveal that the degree of competitiveness for OBS activities has a significant positive impact on the overall competitiveness of the banking sector in Sri Lanka.  These results suggest banking institutions re-visit their business models with greater emphasis on nonconventional banking activities in enhancing bank-level efficiency and hence positively contributing to the overall competitiveness of the banking sector.

Self-Service Technology Banking Preferences

2014 ◽  
pp. 714-727 ◽  
Author(s):  
Fouad Omran Elgahwash ◽  
Mark Bruce Freeman
Keyword(s):  
Developing Countries ◽  
Information And Communication Technologies ◽  
Banking Sector ◽  
Developed Country ◽  
Banking Services ◽  
Use Of Technology ◽  
Current Availability ◽  
Self Service ◽  
Technology Strategies ◽  
Self Service Technology

Technology-enabled banking services are currently being implemented in developing countries. This research examines how citizens of developing countries adapt to these changes in their banking services. Technological expansion has been occurring in the Arabic region since the 1980s; however, the focus has been on trade and services offered by industries. The banking sector is an information intensive industry and should be at the forefront of advanced use of Information and Communication Technologies (ICTs). The banking sector has started to utilize technology-enabled services through the Internet and mobile devices, with the goal of improving customer relationships by empowering customers. One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. This study discusses how Libyan banks should focus their technology strategies to relate to customers, reduce costs and improve services, achieved through the use of a survey completed by customers who have become accustomed to technology-enabled banking services in the developed world. The current availability of technology-enabled banking services in Libya is limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans when they are in Libya and whilst they are in Australia (a foreign developed country where Libyans are furthering their education).

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

2015 ◽  
Vol 17 (1) ◽  
pp. 1 ◽  
Author(s):  
Gunawardana H.M.R.S.S. ◽  
D. Kulathunga ◽  
W.L.M.V. Perera
Keyword(s):  
Sri Lanka ◽  
Customer Satisfaction ◽  
Principal Component ◽  
Internet Banking ◽  
Technological Advancement ◽  
Western Province ◽  
Quality Dimensions ◽  
Self Service ◽  
Self Service Technology ◽  
The Impact

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.

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