scholarly journals Technology Playfulness and Anxiety as Motivators and Hindrances of SST Adoption: Commercial Banking Sector in Sri Lanka

2021 ◽  
pp. 14-27
Author(s):  
B. S. Galdolage ◽  
R. M. K. S. Rasanjalee
Keyword(s):  
Sri Lanka ◽  
Service Sector ◽  
Banking Sector ◽  
Sampling Strategy ◽  
Commercial Banking ◽  
Service Encounters ◽  
Structured Interviews ◽  
Use Of Technology ◽  
Self Service ◽  
Fierce Competition

The swift growth of technological improvements has supported the continuing transformation of the service sector, in its conversion from conventional physical service encounters handled by service professionals into customer-controlled self-service technologies (SSTs). Even though prior research attempts have been made in assessing the acceptance of technology in general, the insufficient focus is placed on self-service technologies. Further, understanding the target customer is crucial with the fierce competition existing in the market sided with the development of technology. Therefore, the purpose of this study is to investigate which elements comprise the customers’ technology playfulness and anxiety  and how it influence the use of self-service technologies in the Sri Lankan commercial banking sector. The study undertook a qualitative approach with 50 semi-structured interviews from Western province banking customers who use SSTs utilizing a non-probabilistic purposeful sampling strategy. The data were analyzed using the technique of thematic analysis. The findings revealed “Enjoyment”, “Fun”, “Innovativeness”, “Entertaining”, “Creativity”, “Pleasure” and “Appealing features” as the seven themes of technology playfulness motivating the use of SSTs and “Transaction doubts”, “Elderly difficulties”, “Verification doubts” and “Security doubts” as the four themes of hindering factors towards the use of SSTs in the banking sector. The findings would contribute to the literature gap on the customer movement towards self-service technologies. Insights from the study would support the practitioners in understanding how to improve with the proper use of technology and delivery of self-service technologies in the commercial banking sector of Sri Lanka.

Emotional intelligence and perceived negative emotions in intercultural service encounters

2020 ◽  
Vol 32 (3) ◽  
pp. 359-381 ◽  
Author(s):  
Alkis Thrassou ◽  
Gabriele Santoro ◽  
Erasmia Leonidou ◽  
Demetris Vrontis ◽  
Michael Christofi
Keyword(s):  
Service Sector ◽  
Banking Sector ◽  
Negative Emotions ◽  
Service Encounters ◽  
Structured Interviews ◽  
Cultural Backgrounds ◽  
Content Type ◽  
Service Employees ◽  
Service Companies ◽  
Soft Processes

Purpose This paper aims to explore the perceived negative emotions of both customers and frontline service employees (FSEs) during intercultural service encounters (ICSEs); and the building and utilization of corresponding knowledge in the banking sector. Design/methodology/approach To reach the paper’s goal, a qualitative approach through semi-structured interviews conducted in the context of the banking industry is developed and presented. Findings The findings presented and discussed the “perception of emotion” and the building of corresponding knowledge about ICSEs. Specifically, FSEs and foreign customers were found to be capable of perceiving negative emotions, both their own and of others. The authors further identified an array of emotions and feelings that facilitate the understanding of how ICSEs can be managed and improved. The findings finally highlight the degree and nature of the importance of building and storing knowledge on ICSEs soft processes, which are termed a key asset for service companies. Originality/value An encounter between a service provider and a customer of different cultural backgrounds can become complex and critical. Despite this, there is not enough empirical evidence neither on the socio-psychological processes that take place during these encounters nor on how different ethnic groups develop interpersonal trust within the service sector. This research offers empirical insights regarding the means of detecting emotions and of improving the quality and management of knowledge on ICSE.

Barriers for Entering the Digital World: Exploring Customer Value Co-destruction in Self-Service Technologies

2021 ◽  
pp. 231971452110220
Author(s):  
Badra Sandamali Galdolage
Keyword(s):  
Customer Value ◽  
Research Work ◽  
Qualitative Inquiry ◽  
Service Encounters ◽  
Structured Interviews ◽  
Creation Process ◽  
Digital World ◽  
Provision Of Services ◽  
Traditional Service ◽  
Self Service

The value co-creation scholarly work has been criticized for neglecting the possible failures in the collaborative value creation process, which is termed as ‘value co-destruction’. Additionally, both the value co-creation and available limited research work in value co-destruction have overly attended on actor-to-actor interactions taking place in traditional service encounters, disregarding the practical movement towards the provision of services via technological platforms. Though there are ample studies that recognize factors influencing customer acceptance or rejections of technologies, a very limited number of studies have focused on exploring how and why customer collaboration with self-service technologies (SSTs) goes wrong due to the failures in the co-creation process. Therefore, this study attempts to understand how ‘value co-destruction’ takes place in the SSTs. Following a qualitative inquiry, using semi-structured interviews with 25 individuals, 15 reasons for co-destruction that vary among different customer demographics were found and classified into four integrative themes as ‘inabilities in co-learning’, ‘poor co-operation’, ‘problems with connecting’ and ‘poor corrective actions’. The findings fill the gap in the literature by addressing value co-destruction in technological interfaces, particularly in the SST context. Further, it will help practitioners to design and deliver value-enhancing self-service technological interfaces, resulting in none or minimum difficulties for customers.

scholarly journals Banking sector competitiveness

2021 ◽  
Vol 10 (2) ◽  
pp. 195-202
Author(s):  
Champika Liyanagamage
Keyword(s):  
Sri Lanka ◽  
Business Models ◽  
Banking Sector ◽  
Positive Impact ◽  
Balance Sheet ◽  
Estimation Procedure ◽  
Commercial Banking ◽  
Sri Lankan ◽  
Level Data ◽  
Banking Institutions

Despite core banking, banks also engage in off-balance-sheet (OBS) market activities. In many developed banking industries, OBS activities have grown to be significant during the last two decades. This paper provides rather scarce evidence on the competitiveness among banks for OBS activities and its impact on the degree of banking sector competition in Sri Lanka. Panzar-Ross H statistic approach employing in this study to estimate bank competition used a comprehensive set of bank-level data of the whole commercial banking sector in Sri Lanka covering the period 1996-2018. The first-round analysis of the study uncovers substantial differences among banks concerning the OBS activities. EGLS panel estimation procedure applied in this study provides evidence for a lower level of competitiveness among Sri Lankan banks for OBS activities. More interestingly, the findings further reveal that the degree of competitiveness for OBS activities has a significant positive impact on the overall competitiveness of the banking sector in Sri Lanka.  These results suggest banking institutions re-visit their business models with greater emphasis on nonconventional banking activities in enhancing bank-level efficiency and hence positively contributing to the overall competitiveness of the banking sector.

Self-Service Technology Banking Preferences

2014 ◽  
pp. 714-727 ◽  
Author(s):  
Fouad Omran Elgahwash ◽  
Mark Bruce Freeman
Keyword(s):  
Developing Countries ◽  
Information And Communication Technologies ◽  
Banking Sector ◽  
Developed Country ◽  
Banking Services ◽  
Use Of Technology ◽  
Current Availability ◽  
Self Service ◽  
Technology Strategies ◽  
Self Service Technology

Technology-enabled banking services are currently being implemented in developing countries. This research examines how citizens of developing countries adapt to these changes in their banking services. Technological expansion has been occurring in the Arabic region since the 1980s; however, the focus has been on trade and services offered by industries. The banking sector is an information intensive industry and should be at the forefront of advanced use of Information and Communication Technologies (ICTs). The banking sector has started to utilize technology-enabled services through the Internet and mobile devices, with the goal of improving customer relationships by empowering customers. One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. This study discusses how Libyan banks should focus their technology strategies to relate to customers, reduce costs and improve services, achieved through the use of a survey completed by customers who have become accustomed to technology-enabled banking services in the developed world. The current availability of technology-enabled banking services in Libya is limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans when they are in Libya and whilst they are in Australia (a foreign developed country where Libyans are furthering their education).

scholarly journals Determinants of Financial Sustainability of Financial Intermediaries

2021 ◽  
Vol 10 (1) ◽  
pp. 01-10
Author(s):  
Champika Liyanagamage
Keyword(s):  
Sri Lanka ◽  
Commercial Banks ◽  
Banking Sector ◽  
Banking System ◽  
Business Environment ◽  
Commercial Banking ◽  
Institutional Setting ◽  
Bank Stability ◽  
Credit Growth ◽  
Economic Implications

This paper provides interesting insights into the practices of banks and institutional setting in Sri Lanka. The sustainability and stability of banks that makes up an economy’s banking system should be sound at all time. This paper aimed at analyzing the determinants of banking sector stability in Sri Lanka. The study used a broad set of macro and bank level data covering 22 commercial banks for the period 1996-2016. The fixed effect GLS panel data model tested in this paper sets the relationship between bank stability measure; Z-score and business environment which includes bank characteristics and the elements of macro environment. The analysis of the study revealed lower level of Z-scores and thus lower level of bank stability, indicating a higher risk associated with the commercial banking sector in Sri Lanka.  From among the variables tested, strong evidence was found for a positive effect of bank efficiency on bank stability and a negative effect of credit growth on bank stability. At macro level, bank stability is promoted at a higher rate when the economy is more developed and stable. The results imply that efficiency of commercial banks needs to be further improved and regulatory and policy environment should be strengthened to manage the credit growth at the bank level. Further, it is suggestive to strengthening bank supervision and other financial infrastructure in order to ensure sustainability of the banking sector. Thus, the present paper contributes the current banking literature by unveiling the explicit and unforeseen economic implications associate with individual bank operations and macro imbalance which are particularly unique in underdeveloped countries.

Self-Service Technology Banking Preferences

2013 ◽  
Vol 9 (2) ◽  
pp. 7-20 ◽  
Author(s):  
Fouad Omran Elgahwash ◽  
Mark Bruce Freeman
Keyword(s):  
Developing Countries ◽  
Information And Communication Technologies ◽  
Banking Sector ◽  
Customer Relationships ◽  
Developed Country ◽  
Banking Services ◽  
Use Of Technology ◽  
Comparative Review ◽  
Self Service ◽  
Self Service Technology

Technology-enabled banking services are currently being implemented in developing countries. This research examines how citizens of developing countries adapt to these changes in their banking services. Technological expansion has been occurring in the Arabic region since the 1980s; however, the focus has been on trade and services offered by industries. The banking sector is an information intensive industry and should be at the forefront of advanced use of Information and Communication Technologies (ICTs). The banking sector has started to utilize technology-enabled services through the Internet and mobile devices, with the goal of improving customer relationships by empowering customers. One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. This study discusses how Libyan banks should focus their technology strategies to relate to customers, reduce costs and improve services, achieved through the use of a survey completed by customers who have become accustomed to technology-enabled banking services in the developed world. The current availability of technology-enabled banking services in Libya is limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans when they are in Libya and whilst they are in Australia (a foreign developed country where Libyans are furthering their education).

Sign in / Sign up

Export Citation Format

Share Document