scholarly journals Effects of Technology-Based Self-Service (TBSS) Ordering and Delivery Service on Customer Satisfaction and Repurchasing Decision

2012 ◽  
Vol 31 (4) ◽  
pp. 309-337
Author(s):  
박관수 ◽  
최화열
Keyword(s):  
Customer Satisfaction ◽  
Delivery Service ◽  
Self Service

scholarly journals A CONCEPTUAL PAPER FOR SELF-SERVICE TECHNOLOGY (SST) ON GRABCAR USERS

2020 ◽  
Vol 8 (2) ◽  
pp. 569-578
Author(s):  
Nur Dalila Mukhtar ◽  
Asyraf Afthanorhan ◽  
Puspa Liza Ghazali ◽  
Hazimi Foziah
Keyword(s):  
Customer Satisfaction ◽  
Marketing Research ◽  
The Self ◽  
Novel Theory ◽  
Different Dimensions ◽  
Conceptual Paper ◽  
Self Service ◽  
Self Service Technology ◽  
The Right ◽  
Customer Satisfaction And Loyalty

Purpose of the study: The main purpose of this study is to explore the suitability of the self-service technology (SST) factor in transportation marketing research. SST is a novel theory that initially was developed for technology devices. Thus, SST is carry on to examine their usefulness on customer satisfaction and loyalty. Methodology: This research paper is conceptually based on a critical review of self-service technology, customer satisfaction and loyalty toward the Grabcar services in East Coast Malaysia. Main Findings: The researchers propose a model where the self-service technology is accounted for from two different dimensions (Functionality and Enjoyment). This study also makes an attempt to relate all these factors in determining the loyalty of the customers. Applications of this study: This study will enable the decision-maker to understand better ways to increase the satisfaction of the customer. Novelty/Originality of this study: This study offers a theoretical framework for applied researchers who are interested in transportation marketing. As SST becomes popular during Industrial Revolution4.0, this is the right time to promote a new model for investigation purposes.

Service Quality Dimensions Within Technology-Based Banking Services

2013 ◽  
pp. 198-248
Author(s):  
Sharaf Alkibsi ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Clear Understanding ◽  
Labor Costs ◽  
Banking Services ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

Modeling the contingent role of technological optimism on customer satisfaction with self-service technologies

2020 ◽  
Vol 33 (3) ◽  
pp. 559-578
Author(s):  
Abdul Kadir Othman ◽  
Muhammad Iskandar Hamzah ◽  
Lailatul Faizah Abu Hassan
Keyword(s):  
Customer Satisfaction ◽  
User Satisfaction ◽  
Structural Equation ◽  
Theoretical Development ◽  
Equation Modeling ◽  
Content Type ◽  
Five Dimensions ◽  
Customer Group ◽  
Self Service ◽  
Self Service Technology

PurposeBased on the E-Service Quality (E-SQ) model, this study investigates the effects of self-service technology (SST) quality attributes, specifically automated teller machines (ATMs), on customer satisfaction. The interaction effects of technological optimism on the abovementioned link are also examined. SST usage is conceptualized as a multidimensional construct that consists of five dimensions (reliability, security, convenience, functionality and responsiveness).Design/methodology/approachThe data were collected through a survey of a sample of Malaysian participants who used cash-recycling ATMs. The proposed theoretical model was tested using partial least squares (PLS) structural equation modeling (SEM).FindingsThe results suggest that reliability, convenience, and functionality are critical factors that affect customer satisfaction in using ATMs. Technological optimism was found to weaken the relationship between reliability and customer satisfaction.Practical implicationsConsidering the relative novelty of cash-recycling ATMs in the market, banks should ensure a smooth, error-free and accessible functioning of the system. Special attention has to be given to tech-savvy consumers whose higher level of optimism, with an increase of perceptions of reliability, may suppress their heighten sense of fulfillment. This customer group could be offered interactive digital engagement through mobile applications and social networking channels.Originality/valueThe E-SQ model is a helpful tool to understand the reasons underlying user satisfaction with cash-recycling ATMs. The results also contribute to the theoretical development of the E-SQ model through the integration of technological optimism as a contingent factor.

The Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in Technology based Self Service Banking

2016 ◽  
Vol 8 (2) ◽  
pp. 54-70 ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mediating Role ◽  
Quality Perceptions ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions are identified and confirmed by conducting EFA and CFA respectively using SPSS 16.0 and AMOS 20.0. Dimensions of TBSSB SQ are identified as Convenience, Reliability & Security, Responsiveness and Personalization. AMOS 20.0 is used to investigate the relationship between dimensions using SEM. It is found that Convenience and personalization have significant effect on customer satisfaction, and personalization and customer satisfaction have significant effect on loyalty. Customer satisfaction is also confirmed as a mediating factor. This study may help bank managers to investigate the customers' quality perceptions about TBSSB services and enlighten banks about the aspects of services to be focused.

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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