Impact on Perceptions of Service Quality on Adoption of Self-Service Technologies

Today.s Customers are more concerned about having a high quality experience of Banking. They expect atmosphere and entertainment and prefer banks with a personality rather than those perceived as offering a commodity. Quality of service is becoming an increasingly important differentiator between competing businesses in the Banking sector. The service quality has been widely used to assess the service performance of various organizations including banks. In general, banks world over offer similar kinds of services, quickly matching their competitors. innovations.

However, customers can perceive differences in the quality of service. Banks have realised the importance of concentrating on service quality as a way to increase customer satisfaction and loyalty, and to improve their core competence and business performance.

The services sector has registered a substantial growth during the last two decades. Its growth prospects are very high as per the expectations of industrialists and economists.

Commercial Banks are catalytic agents which can create opportunities for the development of national resources and provide employment on a large process by providing facilities to pool the savings and making them available to trade and industry, which in turn would work for the expansion of the productive capacity of the people and to satisfy their wants with respect to both goods and services.

The present paper on service quality and self-service technology based on technology concerns of the expected use rather than actual use and customers expectations about new self-service technologies. To reach the purpose we conducted a pilot case study of Public & Private banks customers to know their attitudes towards technology (speed, accuracy, ease of use, privacy) using ATMs, E-banking, Mobile banking etc and their perception towards self-service technologies. In this context we took the feedback of 400 respondents from the different banking sectors with the help of a questionnaire and the data analysis is done using both qualitative and quantitative methods, supported by the qualitative information and literature reviews.

Finally in terms of important findings: It is observed that the maximum respondents were happy with the private sector banks post use of Self Service Technology.