The results indicated that gender moderated the relationship between perceived risk and behavioral attention being mediated by ease of use. There was a significant and negative relationship between perceived risk and ease of use for females while for males it was not significant indicating that the results supported Hypothesis 6. The results were in agreement with past studies which indicated that there was a difference in perception of risk across gender (Garbarino & Strahilevitz, 2004; Weber et al., 2002). The results of the study indicated that female respondents perceived higher risk in selfservicebanking technologies and therefore, perceived ease of use of the technology to be less and this in turn influenced the behavioral intention in terms of attitude to use the technology by decreasing it. Therefore, perceived risk acted as a stronger inhibitor of behavioral intention in females than in males for use of selfservicebanking when the relationship was being mediated by ease of use. The implications of these results are that the marketers of selfservicebanking technologies should stress on communication and sales strategies which help decrease the perception of risk in females. For example in terms of communication strategy, to mediate risk for women, a marketer could have friends recommend a site or in present case selfservicebankingtechnology to them.
In addition to it being the researcher's area of interest, there are four other reasons why the diffusion of self-servicetechnology, and in particular the diffusion of self servicetechnology in bankin g , is an important area of study. Firstly, changes in self service technologies have the potential to affect everyone in New Zealand, from all walks of life. Also, a study of such a dynamic area might illustrate issues emerging from a situation of this kind and contribute to the better management not only of change in general, but technological change in particular. Thirdly, if it is found that disenchantment discontinuance in diffusion does, in fact, exist, or will exist, this has obvious implications for service based organisations which are examining the possibility of replacing service personnel with self-servic:e technology. Fourthly, and perhaps most importantly from a marketing perspective, technologies such as EFTPOS have a significant impact on point-of-sale activities, not least of which is the enhanced customer service associated with reducing queuing time in retail outlets.
This study potentially contributes to knowledge by examining the impact of SST on continuous behavioral intentions within Jordanian banks’ users. The study attempts make some meaningful implications for academics as well as banks’ administration. Academically, this work aims to focus academic attention on a much neglected domain such as what user should know about the electronic service that bank provide, making them pay attention and motive them to use. Many banks don’t paying attention to SST and how this subject will attract users. There is currently a lack of appropriate study on this subject by academia in Middle East. Although this research has provided great points for SST, it is been subject to some limitations. One of these limitations was considered to be a new concept. In addition, there were no practical applications of this tool in Jordan and the Arab region possibly leading to some inconsistencies in the data collection process. Future research should take more variables to study with more details, and also should take more time to complete it and also sample should be more to get accuracy and reliability. Future research should be also expanded through other Arab countries.
To acquire services via service agencies, consumer’s routines range from offerings delivered by way of employees for you to services which might be co-produced by just customer on its own (Hilton, Gaines, Little, in addition to Marandi, 2013; Turner and Shockley, 2014). Service providers have presented SSTs to further improve productivity, talents, and efficiency in service course of action (Curran and also Meuter, june 2006; Kelly, Lawlor, &Mulvey, 2017; Kokkinou&Cranage, 2013; Master, Craig-Lees, Hecker, & Francis, 2002; Zeithaml&Gilly, 1987). In addition, the purpose was going to put forward the buyer to access solutions by means of modern-day and easy channels (McGrath &Astell, 2017; Meuter, Ostrom, Bitner, &Roundtree, 2003). To do so , most suitable option better street address the customer’s demand in addition to their consciousness (Bitner, Ostrom, &Meuter, 2002). A number of SSTs, for instance ATM, internet banking, mobile phone banking, together with self-check-in products at surroundings ports, buying online, online invoice payment and so forth are famous amongst the users.
Abstract: The study investigated customer satisfaction level towards self-servicetechnology within the Ghanaian banking industry. Specifically, the objectives of the study were to identify customers’ attitudes towards Technology Based Self-Service, to measure customers’ satisfaction level with Technology Based Self-Service, to establish the SSTQUAL variable that had the most significant impact on the respondents’ satisfaction levels towards Technology Based Self-Service and finally to establish the challenges customers had with Technology Based Self-Service. This study cross sectional research design hence, quantitative methodology was adopted. The study employed probability sampling specifically simple random sampling to select the study participants. Subsequently, the study used the Krejcie and Morgan (1970) sampling table to determine the sample size for the 7500 population size. Based on the table, the sample size for this study was 365 with a 95% confidence interval and 5% error of margin. Since the study was guided on the principles of quantitative methodology, this study used questionnaires solicit data for the data. The study distributed 365 questionnaires to the undergraduate students of the University of Education-Winneba, Kumasi campus. From the questionnaires distributed, a total of 175 completed questionnaires were returned to the researcher. Out of these, 135 were usable for analysis, giving an effective response rate of 41.54%. Data was subsequently analyzed using descriptive statistics such as Mean and Standard deviation. Inferential statistics included Pearson correlation, multiple regression (enter method) were used for the relationship analysis. Findings from this study showed that SSTs that ensured functionality, enjoyment, assurance, design and convenience in its setup or operation had the most significant impact on the respondents satisfaction levels towards SSTs, on this score it is recommended that banking institutions should try as much as possible to ensure that all its subsequent SSTs that may be introduced to its market segment are able to meet all these requirement in their operations.
Due to the emergence of smartphones, mobiles are now scaled just beyond the voice. Bankers are giving more emphasis on technology. Younger generations prefer to bank by sitting at their professional locations without going to bank & carry out their business transactions. Continuous innovations are taking place every now & then in banking technologies, the ultimate focus of this is to provide quality services to their customers at competitive prices. Mobile banking is one such function where the customers can be given user friendly service at economical cost. Mobile banking today has become a strong platform that enables customers of the bank to have access to financial services of banks such as fund transfers, bill payments, Mobile & TV recharges, Real time gross settlement (RTGS), exploring investment information etc. using a smartphone device. Mobile banking will not only help in reducing transaction costs but also make users convenient in using mobile banking services.
The success of models such as TAM has led researchers to describe the task of explaining and predicting user acceptance of new computer and information technology in the organisational context as a mature research area (cf. Venkatesh et al., 2003). However, the emergence of SSTs and their widespread dispersion in non-organisational settings has created a need for research focussing on factors that influence their acceptance and adoption by groups who might not otherwise be interested in using technology (Curran et al., 2003; Dabholkar & Bagozzi, 2002; Wang, Wang, Lin, & Tang, 2003; Meuter et al., 2005).
The paper explores the service quality of i-banking operative in India from customer’s perspective. It is observed that customers are satisfied with the reliability of the services provided by the banks but are not very much satisfied with the dimension ‘User friendliness’. This study includes percentage analysis, rank analysis, chi- square five point scaling, in which the rank analysis is giving a very clear picture about their ideas on the various factors of internet banking. The i- banking is going to be very crucial for India, having increasing percentage of younger generation population with computer literacy. Since research on service quality in i-banking is still in its infancy and the relevant literature is scarce, therefore the insight gained in this study may offer a foundation for future research on self-servicetechnology and provide useful recommendations to the bankers for improving the i-banking services. Hence, in future, the research can be conduced by taking a large sample to facilitate a robust examination of the service quality of the i banking.
Customer satisfaction in today's business world is very important, and the secret of survival of a company in competition era is customer satisfaction.Today, buyers are faced with a lot of products and their expectations about the quality of goods and services is very different from the past. Due to these facts, buyers will choose the goods and services that are more consistent with their needs and expectations. Customer satisfaction results in an increase in revenue and profit through repeat purchases, buy new products and buy product by new customers which tend to that product through satisfied customers. On the other hand, change and demands diversity of customers has led to varied customer service tools. Customer service is the set of tasks that aims for customer satisfaction for the company's business growth or ensure that customer expectations of product or service sold to him are met. Self- servicetechnology (SST) has become into a concept that is more prevalent among consumers and allows them to receive services they need , without the help of employees. In other words, self-service network encourages consumers into active service in cooperation with production independent from staff service involvement. As a result, this leads to improve the efficiency and quality of service. Self services include technologies such as automated hotel, restaurant kiosks, telephone banking, online technology, mobile phones and ..... Despite the acceleration in access to retail stores, the use of self-service has been faced with limited success. But the main reason for such disappointing results is the lack of understanding of the factors influencing the relationship between customers by employing self- service. Factors such as customer satisfaction in fact consumer satisfaction is as an accurate measure of the quality of service and also the success of self-service services. Companies can retain customer loyalty through customer satisfaction by providing exceptional service to customers, which in turn, can lead to growth in market share.(Das 2015). Consumer satisfaction from self-servicetechnology, will be the primary motivation for the continuation and again refer to the store. Because the satisfied consumer looking for alternatives to be less and has more effort to develop relationships with current service providers (Wang, 2012). A significant part of the satisfaction of self-servicetechnology has been recognized in the literature, including cognitive variables, such as perception _____________________________
As noted above, there has been unprecedented resurgence of academic as well as practitioner interest in the salient features and dynamics of interpersonal interactions between service providers and customers -. Customer interactions with technological interfaces in hospitality sector, on the other hand, are under researched . Despite the proliferation of customer relationship management enabled technology (self-service technolo- gies, telephone banking, automated hotel checkout, and online investment trading whereby customers produce services for themselves without the assistance of firm employees) firms are increasingly aware that there are barriers to customer adoption and substantial implementation obstacles to be overcome. Some features of hotel businesses and, in particular the presence of three different business areas marked by high intangibility (rooms), the presence of a physical asset (food and beverage) and the typical features of a retail business (shops), coupled with the strong growth recorded by the sector in the past, growing competition and the existence of a high spa- tial concentration (destinations), make this industry a unique and fascinating research field -.
Banking in India, begins in the last decades of the 18 th Century. In India, only those Banks are called Commercial Banks which have been established in accordance with Indian Companies Act 1913. These Banks were established in India after the Advent of the East Indian Company. Bank of Hindustan was the first commercial Bank in India. It was established in 1770. The important commercial Banks in India are Central Bank of India, Punjab National Bank, Indian Bank, Bank of Baroda, State Bank of India.
al (2008) found that a wide gap exists in human service in Indian banking while technology based services are exceeding expectations . Uppal and Chawla (2009) found that the customers of public sector, private sector and foreign banks in Ludhiana district of Punjab are interested in e-banking services, but at the same time are facing problems like inadequate knowledge, poor network, lack of infrastructure, unsuitable location, misuse of ATM cards and difficulty to open an account . Indian customers' perception in the context of e-banking has been examined by Reeti Agarwal et al (2009) and found that people in the age group of 31-45 years using e- banking most frequently. Respondents opined that using e-banking for balance inquiry to be the most useful, closely followed by inter-account transfer of funds and they found e-banking least useful for lodging complaints . Slow transaction speed was found to be the most frequent problem faced, closely followed by non- availability of the server while using e-banking. Sharma (2009) opined that the trend towards electronic delivery of banking products and services is occurring partly as a result of consumer demand, and partly because of the increasing competitive environment in the global context . Kumar and Sinha (2009) cited various instances of hacking and phishing attacks reported throughout India. They remarked that cyber crimes prove that e- banking has several loopholes that can be easily exploited and users need to be extra cautious while making online transactions . Srinivas (2009) discussed various e-banking channels and suggested security tips for customers which include changing password frequently, abstaining from revealing PIN either via mails or phone, avoiding cyber cafes for net banking etc . In a study conducted by Mohammed and Shariq (2011) in the city of Lucknow, U.P to examine
with globalization and liberalization of the world economy. Efforts are now being made in different part of the country towards developing the information infrastructures, specifically suitable dissemination mechanisms, utilizing information and communication technology (ICT). Three types of agencies are involved in this direction i.e. Government (directly/Indirectly/ semi government/ autonomous agencies), Non-Government Organizations (NHOs/Associations) and corporate Agencies (corporate Organizations/ Industrial houses etc.).
Under the worldwide hyperactive competition across the banking industry, contemporary banks strive to offer new banking technologies to advance the infrastructure and capability of the banking system (Wonglimpiyarat 2014). Mobile banking, as the newest delivery channel established by large to retail and microfinance banks, has offered numerous advantages to both customers (users of mobile banking), as well as banks as the service provider (Mohammadi 2015). Mobile banking offers customers the privilege of performing many banking activities, such as account balance inquiry and bill payment, anytime and anywhere (Tam and Oliveira 2016). Moreover, mobile banking services provided by banks are usually safe, secure, and usually free of charge in most advanced countries (Shaikh and Karjaluoto 2015). The advantages of mobile banking are not limited to bank customers (Baabdullah et al. 2019). Banks can achieve salient operational efficiency by offering mobile banking services given the expenses associated with processing a transaction via mobile banking can be up to two times lower than via online (web) banking, ten times lower than via an ATM, and up 50 times lower than by a branch (Deloitte 2010). Indeed, a Fiserv study of major banks and credit unions has revealed that when financial institutions develop robust mobile channels that serve the needs of mobile banking customers, advantages, such as reduction of drop-in branch and ATM-based transactions, coupled with increased debit and credit card usage, provide them with superior financial gains (Fiserv 2016).
transaction based services such as pay phone, highway toll etc. (and is much more complex and challenging. Service quality represents customers’ rating of a particular service as excellent or superior The fact that meeting customer expectation as a specific service quality dimension can enhance customer satisfaction in such cases (has been widely supported by past research (conducted in the West. Service quality can also boost satisfaction through customer involvement; the more customers perceive a service to be superior, the more is their propensity to get involved in interaction with the provider of that service or other activities sponsored or initiated by the provider finally in resulting increased customer satisfaction with the service provider
Available online: https://edupediapublications.org/journals/index.php/IJR/ P a g e | 2307 management issues and subsequent service innovations based on the framework of QFD. The study also includes benefits and disadvantages of the QFD process as compared to service quality and customer paradigms, in addition to recommendations for future applications, with particular interest in the online bankingservice management issues. Various research studies on consumer attitude and adoption of internet banking have shown that there are several factors influencing the consumer’s attitude towards online banking such as person’s demography, motivation and behavior towards different banking technologies and individual acceptance of new technology. It has been found that consumer’s attitudes toward online banking are influenced by the prior experience of computer and new technology (Laforet and Li 2005). As far as online banking adoption is concerned, security, trust and privacy concerns have been outlined as extremely important ones from the consumer’s standpoint (Benamati and Serva 2007).Online banking requires perhaps the most consumer involvement, as it requires the consumer to maintain and regularly interact with additional technology (a computer and an Internet connection) (Jane et al, 2004). Consumers who use ebanking use it on an ongoing basis and need to acquire a certain comfort level with the technology to keep using it (Servon, and Kaestner 2008). The service quality attributes that banks must offer to encourage consumers to switch to online banking are perceived usefulness, ease of use, reliability, security, and continuous improvement (Liao and Cheung 2008).In another study (2002), they also found that individual expectations regarding accuracy, security, user involvement and convenience were the most important quality attributes in the perceived usefulness of Internet based e-retail banking. A study by (Ibrahim et al, 2006), revealed six composite dimensions of electronic service quality, including the provision of convenient/accurate electronic banking operations; the accessibility and reliability of service provision; better queue management; service personalization; the provision of friendly and responsive customer service; and the provision of targeted customer service. Perceived usefulness, security and privacy are the most influencing factors to accept online banking (Qureshi et al, 2008)
technological oriented field. The world is considered as a global village which provides revolution in the banking industry. Large number of customers have been demanded to utilize their technology. This bankingtechnology enables banks to satisfy the sufficient requirement of customers. Banking sector transforms and origin stage of E- banking has made very structural changes in quality of service, management decisions, operations, performance, productivity, and profitability of the banks. The E- banking is the emerging technologies that are important role in banking sectors and improves quality of service. The banking sector enables banks to handle electronic payments and large volume of payment settlement operation will be performed for every bank customers. Customer can be performed the following operations such as view accounts, receive account statements, transferring funds from one place to another place, purchase drafts and so on. Accessibility of ATM machines, plastic cards, electronic funds transfer (EFT), electronic clearing services (ECS), mobile banking, internet banking, to a large degree avoid customers going to branch buildings. These advanced banking services provide efficient operation and quality of services to the customers.
Computerization is a step to improve the efficiency and reliability of the banking sector. The round of bank computerization was, needless to say, unsophisticated and inflexible. Though computerization has been touted as technological improvement, in the majority of cases achievement has been nothing more than automation of the clerical functions. Consequently, though the customers had to pay higher levels of fees and charges they had to make do with declining levels of service, inefficiency and a disdainful attitude to the customer’s needs and preferences. There are many facilities, which may be offered by banks after computerization. These may be summarized as under:
Objective of the study is to find out the factors affecting adoption of mobile banking and their impact on adoption decision. This study analyses the favourable and unfavourable variables in adopting m-banking. How and how much have these factors impact on customers’ decision on adoption and rejection of mobile banking. This study may be useful for bankers to understand the problems of customers and barriers in accepting m-banking. This study also can be helpful for further researchers for reference and guidance.