Technology Based Self Service Banking Service Quality Evaluation: a Graph Theoretic Approach

Sindwani, Rajiv; Goel, Manisha

doi:10.14257/ijast.2015.80.01

Cited by 6 publications

(4 citation statements)

References 44 publications

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“…On the first day of service, 36,000 new accounts were opened, equal to the average number of new accounts opened at 16 different banks in Korea over a 3-month period. 1 While consumers may have had several reasons for choosing an Internet bank (high interest rates on deposits, low loan interest rates, and low service fees, among others), the avoidance of space-time constraints and the convenience of easy services are likely to have played significant roles (Sindwani and Goel 2015). Internet banks operate 24/7 all year around.…”

Section: Internet Bankingmentioning

confidence: 99%

“Untact”: a new customer service strategy in the digital age

2019

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The Industry 4.0 era has brought a shift in consumers' purchasing behaviors from traditional retailing to online and/or mobile channels, triggered by advanced digital technologies and an easy access to the global market. Smart digital devices and advanced technologies have enabled "untact" service, facilitating customer encounters without a face-to-face contact with employees. This study presents the concept of untact service based on a review of the literature on technology-enabled customer encounters with service providers and analysis of several real-world cases. The results indicate that untact services are becoming widespread in various areas of daily life, such as ordering food at franchise restaurants via digital devices, handling financial transactions without visiting a bank branch through e-banking apps, and using online or mobile order systems for a multitude of products/services. This study elaborates implications of untact service in terms of new opportunities and challenges involved when it is implemented as a new customer service strategy.

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Section: Internet Bankingmentioning

confidence: 99%

“Untact”: a new customer service strategy in the digital age

2019

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“…Besides, fulfillment also refers to the accuracy of service promises, delivers the product in the promised time [37]. [38] identified three items of fulfillment as providing services according to users' preferences, acknowledging users by name and quickly delivering what the user orders. [19] identified fulfilment as an important electronic service quality for the Iranian internet banking.…”

Section: ) Fulfillment and Customer Satisfactionmentioning

confidence: 99%

Technology Service Quality and Customer Satisfaction in the Uganda’s Banking Sector

Osinde¹,

Mayanja²,

Tibaingana³

2020

IJTEF

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Banking industry has transformed and technologies are being extensively used to ease customers banking needs. Despite its attractiveness, customer satisfaction towards technology banking service quality has become an issue among the banks in Uganda. Therefore, this study is aimed at assessing the impact of technology service quality on customer satisfaction in Pride microfinance limited. The research adopts a quantitative research design focusing on a single case study. Data were collected via self-administered questionnaire from a random sample of 384 customers drawn from the population of customers from selected branches using technology banking service. The questionnaire covered five dimensions of service quality namely; efficiency reliability, responsiveness, fulfillment, security. The findings indicate that technology service quality has positive and direct effect on customer satisfaction. The results of this study indicate that the dimension of fulfillment has the greatest impact on customer satisfaction. Among the dimensions of technology service quality, two dimensions, responsiveness and security did not have significant impact on customer satisfaction. Banking institutions should use service quality dimensions to evaluate technology delivered services to ensure customer satisfaction, which is a sources of competitive advantage given, that all financial institutions almost deal in similar products and services.

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“…One of the industries that have experienced significant changes and development in the use of e-channels to render services to customers is the banking industry (Onyesolu, Asogwa, and Chukwuneke, 2016). Banks use technology to provide self-service to customers through various e-channels (Sindwani & Goel, 2015). Apart from branch banking, banks offer e-banking services such as Automated Teller Machine (ATM), Internet Banking, Mobile Banking, and Point-of-Sale (POS).…”

Section: Introductionmentioning

confidence: 99%

“…The authors are of the opinion that there is a relationship between socio-demographic factors and usage pattern and that there are important differences in acceptance and usage of e-banking across customers. Several researchers (Mohammed, 2012;Onyedimekwu & Oruan, 2013;Sindwani & Goel, 2015) have noted that the most relevant socio-demographic factors in the banking industry are gender, age, education, income, and occupation. As ATM continues to redefine how customers interact with banks, there is need to provide deeper and better understanding of the influences on usage.…”

Section: Introductionmentioning

confidence: 99%

Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

Ighomereho

Ladipo

Dixon-Ogbechi

2018

Acta Universitatis Sapientiae, Economics and Business

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Research has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at times it can be very frustrating to use. Consequently, this study investigated socio-demographic factors and service quality dimensions as determinants of ATM usage in Lagos State, Nigeria. A questionnaire was used to collect data from bank customers who use ATM and the data were analysed using General Linear Model (GLM) and multiple regression. The results from the analyses reveal that socio-demographic factors, such as age, education, and income, influence ATM usage, while gender and occupation do not influence ATM usage. The study also revealed that all the service quality dimensions identified in the study have a significant positive influence on ATM usage. When the joint effect of socio-demographic factors and service quality dimensions on ATM usage was assessed, it was found that service quality had a greater influence on ATM usage than socio-demographic factors.

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Technology Based Self Service Banking Service Quality Evaluation: a Graph Theoretic Approach

Cited by 6 publications

References 44 publications

“Untact”: a new customer service strategy in the digital age

“Untact”: a new customer service strategy in the digital age

Technology Service Quality and Customer Satisfaction in the Uganda’s Banking Sector

Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

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