“Comparative analysis of Self Service Technology on Perception of Service Quality in Selected Public & Private Sector Banks”

Self-service technology (SST) had helped the banks expand its operations by giving quality and convenient service to the customers. As the motto behind adopting self-service technology (SST) is to provide the best service to the customers which leads to customer satisfaction, loyalty and changes in behavioral intention of the customers. Result reveals that perception of service quality, Customer Satisfaction and Behavioral Intention of the public and private sector banks is not equal prior to the use self-service technology. It is also reveals that the perception of service quality, Customer Satisfaction and Behavioral Intention of the public and private sector banks is equal or same after the adoption of self-service technology.