Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services

Iberahim, Hadijah; Taufik, Nuryanti; Adzmir, A.S. Mohd; Saharuddin, H.

doi:10.1016/s2212-5671(16)30086-7

Cited by 81 publications

(78 citation statements)

References 15 publications

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“…This is consistent with previous research, which states that a reliable system can improve services as much as the user wants, which requires precision, good consistency of a system. This directly increases to someone who intends to use SST services [10,14,[17][18][19]. Security factors, Convenience Factors, Perceived Ease of use, and Service Trust do not have an impact on perceived usefulness.…”

Section: Resultsmentioning

confidence: 96%

Factors Influencing the Intention to Use Technology Services to Implement Self-Service Technology Case Study: Situation Pandemic Covid-19

Fernando¹,

Surjandy²,

Meyliana³

et al. 2020

Adv. sci. technol. eng. syst. j.

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This study aims to analyze a person's intention in using self-service technology (SST) services during the pandemic COVID-19. Where this time, raising problems one of the social distancing that affects a service provided, especially on services that use technology that applies SST. This study develops from previous research where the customer has satisfaction in using SST services. Still, this use does not know a person intention to use SST services, so it is necessary to develop with several factors the adoption of technology, namely influence that can make a person intention to use. The research framework of this research consists of several factors and indicators, namely efficiency (4 indicators), Reliability (4 indicators), security (3 indicators), Convenience (3 indicators), Ease of use (4 indicators). This study uses an online survey with google form for users of self-service technology services in 5 major cities in Indonesia. Dissemination of the survey for three months, and the obtained were 100 respondents valid. This research conducts testing using Smarpls v3.0. The results of this study found two factors that influence perceived usefulness, namely: efficiency and reliability, and found three factors that did not have an impact, namely Security factors, Convenience Factors, Perceived Ease of use, and Service Trust do not have an impact on perceived usefulness. This result is a very interesting finding because during the period pandemic COVID-19. These factors are no longer the top priority in the use of SST services and do not affect who intention to use a technology service. Thus, it can be concluded that whose intention at a certain level of the problem will prioritize the reliability and efficiency of the system for service. This factor can be the focus of the company in developing systems that adopt Self-service technology.

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Section: Resultsmentioning

confidence: 96%

Factors Influencing the Intention to Use Technology Services to Implement Self-Service Technology Case Study: Situation Pandemic Covid-19

Fernando¹,

Surjandy²,

Meyliana³

et al. 2020

Adv. sci. technol. eng. syst. j.

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“…Measurement of service quality always correlates with customer satisfaction, because customer satisfaction was created by providing quality service (Brady & Cronin, 2001;Lanin & Bila, 2017). Satisfaction is the main key for business success because satisfaction determines the growth in the use of urban transportation services (Iberahim, Mohd Taufik, Mohd Adzmir, & Saharuddin, 2016). For a measure of service quality provided by drivers, this research uses an instrument called SERVQUAL.…”

Section: Resultsmentioning

confidence: 99%

The Effect of Driver Service Quality on Passenger Satisfaction in Public Transportation

Frinaldi¹,

Embi²,

Bila³

et al. 2020

Proceedings of the International Conference on Public Administration, Policy and Governance (ICPAPG 2019)

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Transportation has become the main means in human life to facilitate daily activities. One of the unique land Transportation's mode is public transportation as transportation in a large area. Generally, the management of public transportation is carried out by the private sector but does not make public transportation provide better service. The complaints that often occur in this mode are the tendency that people do not obey traffic rules, passenger capacity that is not following what they should, pickpockets and others. The objective of this paper to prove the effect of driver service on the level of passenger satisfaction. This research used a quantitative method with a survey strategy. The research population is Passenger of public transportation in route Mandailing Natal to Panyabungan Selatan. The sample was selected with the Proportionate Stratified Random Sampling technique. The measurement of the sample is 295 respondents. The sample was certain with the Slovin formula in a 5% standard of error. Then, data was collected with a questionnaire instrument that has been tested for validity and reliability. Data were analyzed with regression in t-test and F test. This research was found that service quality by the driver has a direct effect on passenger satisfaction in partial and simultaneous.

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“…In other words, customer responsiveness is the ability to react within an appropriate time-scale to customer demand or changes in the marketplace, to bring about or maintain competitive advantage (Mandal, 2015). According to Iberahim et al (2016), responsiveness is defined as the ability to respond to customer requirements timely and flexibly. Additionally, customer responsiveness refers to the probability of fulfilling a customer order within a quoted lead-time.…”

Section: Customer Responsivenessmentioning

confidence: 99%

Reviewing the Mediating Role of Quality Management Capabilities on the Effect of Information Technology on Organizational Performance

2019

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Information Technology (IT) is considered as an important element of any organization. Its effect on global business is becoming widely felt. Also, it is extremely argued that IT is rapidly becoming the most important factor in increasing organizational performance and productivity. Also, quality management is also one of the most important management philosophies directed towards improving organization performance. The purpose of this paper is to reviewing the literature regarding the mediating role of quality management capabilities on the effect of information technology on organizational performance

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Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services

Cited by 81 publications

References 15 publications

Factors Influencing the Intention to Use Technology Services to Implement Self-Service Technology Case Study: Situation Pandemic Covid-19

Factors Influencing the Intention to Use Technology Services to Implement Self-Service Technology Case Study: Situation Pandemic Covid-19

The Effect of Driver Service Quality on Passenger Satisfaction in Public Transportation

Reviewing the Mediating Role of Quality Management Capabilities on the Effect of Information Technology on Organizational Performance

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