A comparison of users and non‐users of banking self‐service technology in Portugal

Abstract

Purpose -The purpose of this paper is to examine the behaviour of Portuguese users and non-users of self-service technologies (SSTs) in banking services. Design/methodology/approach -An empirical study is conducted by means of a survey questionnaire. Data are collected from a sample of 300 respondents chosen to represent the Portuguese adult population in terms of age, gender, and geographical place of residence. Findings -The results show that Portuguese users of SST banking services are likely to be young to middle-aged individuals, with medium to high levels of education. They have a greater propensity to complain and are more price-sensitive than non-users of such services. Research limitations/implications -Only six dimensions of consumer behaviour were investigated: price sensitivity, satisfaction, word-of-mouth, repurchase intention, propensity to change banks, complaint behaviour. Only three forms of SST contact were examined (ATMs, telephone banking, and internet banking). Other behaviours and SSTs could be examined in future research. Practical implications -Banks investing in SST can expect: more sales (consumers with higher intention to repurchase); more opportunities for service recovery (consumers with higher propensity to complain); and more price competitiveness (more price-sensitive consumer behaviour). Originality/value -This is the first study to examine consumer behaviour among Portuguese customers of SST banking services. The study shows that SST does not ensure consumer satisfaction and positive word-of-mouth; moreover, it is not a barrier to changing banks.

Key Determinants of Service Quality and Self-Service Technologies in Iranian Banking

“…In order to measure the research structure the scales used by (Al-Hawari et al, 2009;Parasuraman et al, 1988;Proenca and Rodrigues, 2011) which have been utilized in devising some of the questions on the questionnaire. …”

“…Several authors have examined the relationship between satisfaction and service quality, particularly when this is influenced by new technologies (Al-Hawari et al, 2009;Bitner, Ostrom, & Meuter, 2002;Johns & Perrott, 2008;LaBarbera & Mazursky, 1983;Marr & Prendergast, 1993;Meuter et al, 2000;Nilsson, 2007;Proenca & Rodrigues, 2011;Shamdasani, Mukherjee, & Malhotra, 2008). Meuter et al, (2000) showed that satisfaction with SSTs is mainly related to the capacity to customise the service; in addition, a secondary benefit that contributes to customer satisfaction is the convenience of being able to produce and consume services when and where customers need them.…”

“…In a similar vein, Meuter et al (2000) reported that technological malfunction that obliges consumers to use the conventional service is a significant cause of dissatisfaction. Proenca and Rodrigues (2011) examined the behavior Portuguese users and non-users of self-service technologies (SSTs) in banking services.They reported that users of self-service technologies (SSTs) were more satisfied to their banks than were non-users. Because SSTs provide enhanced accessibility and customization of services, it is likely that customers will be more satisfied (Bitner et al, 2002;Meuter et al, 2000).…”

“…After 1980, upon the entering of computers into banking services, the domains of such services have expanded more. Hence, in line with improving the self-services methods, the banks of the world considered the move towards the modern banking, supplying more services via self-service technologies (ATMs, Internet banking, Mobile banking and telephone banking) in their future planning (Ganguli & Roy, 2010Nilsson, 2007;Proenca & Rodrigues, 2011;Santouridis & Trivellas, 2010;Wessels & Drennan, 2010).…”

Towards an analysis of "banking solutions" from the perspective of exporting companies in Brazil

“…Innovative technologies may gain a competitive edge and achieve higher production efficiency (Acharya, Kagan and Lingam, 2008). For banks, the use of service technologies enables significant cost reductions while enhancing service efficiency and effectiveness (Cronin, 2003;Proença and Rodrigues, 2011). Both aspects are related to banking solutions and bank efficiency.…”