The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Assessment of Internet Banking Services Continued Use: Role of Socio-cognitiv...TELKOMNIKA JOURNAL
Recently, continued use of information systems in general and particularly the context of internet
banking has drawn increasing attention both in academic and trade literatures. However, different
perspectives that determine the continued use of internet banking has been addressed. Given the long-term
goal of any business entity is to increase its productivity, expand its customer base and maximize revenues,
it is crucial for banks offering internet banking services to focus on encouraging their customers to continually
use internet banking. While emerging attention had been given on the assessment of continued use of
internet banking services from single view, little of attention were given from researchers to combine different
views in a single comprehensive model. Yet, it is believe that combining different views would provide a
better understanding to the issues surrounding the continued use. Drawing on the literature, this study
developed a model to determine factors that influence the continued use of internet banking by combining
factors from the socio-cognitive view and the relational view. Using a survey questionnaire, 450
questionnaires were distributed to users of internet banking in Libya. A number of interesting findings
emerged, among others, is the lack of association between trust and perception to continue using the internet
banking services in Libya.
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
Effects of Satisfaction and Adoption on Online Bankingijtsrd
Despite the importance of online banking in many financial institutions, less research has focused on satisfaction and adoption, especially in Asia. Due to the introduction of technology, a new phenomenon in the banking sector of Mongolia, and many customers have not yet accepted it, this study was carried out to determine the factors affecting the adoption of online banking services by customers, as well as to examine the relationship between online banking services, satisfaction and adoption, the main tool for collecting data was a questionnaire that was developed on a 5 point Likert scale to be able to collect good quantitative data. In the course of the work, it was found that there was a positive relationship between online banking and satisfaction, which is consistent with the data obtained Al hawari and Ward, 2005 . In the work, it is recommended to pay more attention and focus efforts to individual clients. In addition, online banking service providers should look for indicators of innovative ways to raise awareness of the service through participation in trade organizations, exhibitions, and the introduction of new online banking technologies. Chuluudai Delgerzaya | Anar Badral | Yondon Badarch "Effects of Satisfaction and Adoption on Online Banking" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29715.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29715/effects-of-satisfaction-and-adoption-on-online-banking/chuluudai-delgerzaya
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Assessment of Internet Banking Services Continued Use: Role of Socio-cognitiv...TELKOMNIKA JOURNAL
Recently, continued use of information systems in general and particularly the context of internet
banking has drawn increasing attention both in academic and trade literatures. However, different
perspectives that determine the continued use of internet banking has been addressed. Given the long-term
goal of any business entity is to increase its productivity, expand its customer base and maximize revenues,
it is crucial for banks offering internet banking services to focus on encouraging their customers to continually
use internet banking. While emerging attention had been given on the assessment of continued use of
internet banking services from single view, little of attention were given from researchers to combine different
views in a single comprehensive model. Yet, it is believe that combining different views would provide a
better understanding to the issues surrounding the continued use. Drawing on the literature, this study
developed a model to determine factors that influence the continued use of internet banking by combining
factors from the socio-cognitive view and the relational view. Using a survey questionnaire, 450
questionnaires were distributed to users of internet banking in Libya. A number of interesting findings
emerged, among others, is the lack of association between trust and perception to continue using the internet
banking services in Libya.
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
Effects of Satisfaction and Adoption on Online Bankingijtsrd
Despite the importance of online banking in many financial institutions, less research has focused on satisfaction and adoption, especially in Asia. Due to the introduction of technology, a new phenomenon in the banking sector of Mongolia, and many customers have not yet accepted it, this study was carried out to determine the factors affecting the adoption of online banking services by customers, as well as to examine the relationship between online banking services, satisfaction and adoption, the main tool for collecting data was a questionnaire that was developed on a 5 point Likert scale to be able to collect good quantitative data. In the course of the work, it was found that there was a positive relationship between online banking and satisfaction, which is consistent with the data obtained Al hawari and Ward, 2005 . In the work, it is recommended to pay more attention and focus efforts to individual clients. In addition, online banking service providers should look for indicators of innovative ways to raise awareness of the service through participation in trade organizations, exhibitions, and the introduction of new online banking technologies. Chuluudai Delgerzaya | Anar Badral | Yondon Badarch "Effects of Satisfaction and Adoption on Online Banking" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29715.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29715/effects-of-satisfaction-and-adoption-on-online-banking/chuluudai-delgerzaya
A Study on Factors of E Banking Challenges in Indiaijtsrd
The customer uses the banking services through online banking, mobile phone banking and automated teller machine these were are called as 'E Banking. This study aimed to describe the customer view about the banking services through E banking. Customer service is also a part of the banking, this paper will tell about the customer satisfaction level about the e banking will explain through the pilot study. Dr. S. Saravanan | M. Dharani "A Study on Factors of E-Banking Challenges in India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31147.pdf Paper Url :https://www.ijtsrd.com/management/accounting-and-finance/31147/a-study-on-factors-of-ebanking-challenges-in-india/dr-s-saravanan
Customers Satisfaction on the Retail Banking Sector in Bangladesh: A Case Stu...Dr. Amarjeet Singh
Nowadays competition among company to the
company very serves, but most of the companies present
nearly the same product or service with their competitors. To
comprehend from competitors a firm need or offer superior
services. Customer satisfaction is now one of the important
key factors in the business sector. When it comes to banking
sector customer satisfaction level is differentiated to one bank
to another, thus measuring customer satisfaction is awfully
important. without satisfied customers, the bank cannot exist.
This work focus on the customer satisfaction in the retail
bank on city bank limited. This research is conducted to
affirm customer expectation on retail banking, which is
decisive for the growth of the company.
Customer Satisfaction A Case Study of Mongolia Banking Sectorijtsrd
The aim of this work is to assess the degree of customer satisfaction in the banking sector in Mongolia based on customer perceptions of service quality. The questionnaire was personally conducted on a sample of 150 bank customers. This document makes a useful contribution since there are only a few studies devoted to assessing the quality of service in the banking sector of Mongolia. Results based on three different independent variables showed that all of these variables influenced consumer satisfaction in the Mongolian banking sector. Onon Bayarsaihan | Gendendamba Nerguibaatar | Nyamsuren Delgertsogt ""Customer Satisfaction: A Case Study of Mongolia Banking Sector"" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-2 , February 2020, URL: https://www.ijtsrd.com/papers/ijtsrd29882.pdf
Paper Url : https://www.ijtsrd.com/management/management-development/29882/customer-satisfaction-a-case-study-of-mongolia-banking-sector/onon-bayarsaihan
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
Information and communication technology (ICT) developments and trends in recent years have
had great impacts on banking sector worldwide. Therefore, the disruptive innovative technology
has accelerated changes in the way of banking business. The purpose of this paper is to explore the
factors that influence on Pakistani customer’s intentions to adopt internet banking. The sample
used in this empirical study includes 265 responses of internet banking users collected through
structured questionnaire. For statistical analysis, structural equation model (SEM) approach was
used. The present study suggests that internet banking use increases as long as customer perceives
it as useful tool. Findings confirmed that perceived usefulness, perceived ease of use and attitude
were the key constructs for promoting internet banking usage in Pakistan. Furthermore, the importance
performance matrix analysis has shown that attitude was the most important factor. Thus,
banks can focus on cultivation of positive attitudinal beliefs about internet banking among prospect
customers.
Assessing the Impact of Relationship Quality on Online Adoption ijbiss
Relationships are strongly embedded in Indian culture due to its high-context nature. Because of this, the role of relationship marketing has been advanced in a variety of services viz., banking, retailing, telecom, etc and hence the competition amongst various service providers has increased. Traditionally, relationship management used to be personal interaction based phenomenon but with IT as an enabler for online channels, the need for creating and growing relationships have transpired in a big way. With the advent of technological changes in the business environment, customers are seeking better alternatives to reduce the frequency of visiting the bank branch physically and are relying more on the virtual mode for transacting. Hence, banks and other service organizations are strongly focussing on the digital (online) channels for facilitating monetary transactions and hence gaining competitive advantage. In the virtual mode, the concept of relationships appears to be unrealistic due to the absence of human interface. However, significant studies have been conducted in this regard which focus on the influence of relationship quality factors viz., trust, commitment, satisfaction, etc. towards adopting the online channel for carrying out financial transactions. Relationship quality focuses on evaluating the strength of relationships, which affects customer loyalty. There exists a dearth of such significant studies in the Indian context. The present research will focus on bridging this gap in the literature. This paper will follow a causal research design for empirically analysing the impact of RQ factors towards adopting online mode for banking transactions. It will also investigate the future intentions of the customers toward using the online channels for carrying out financial transactions.
A Study on Factors of E Banking Challenges in Indiaijtsrd
The customer uses the banking services through online banking, mobile phone banking and automated teller machine these were are called as 'E Banking. This study aimed to describe the customer view about the banking services through E banking. Customer service is also a part of the banking, this paper will tell about the customer satisfaction level about the e banking will explain through the pilot study. Dr. S. Saravanan | M. Dharani "A Study on Factors of E-Banking Challenges in India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31147.pdf Paper Url :https://www.ijtsrd.com/management/accounting-and-finance/31147/a-study-on-factors-of-ebanking-challenges-in-india/dr-s-saravanan
Customers Satisfaction on the Retail Banking Sector in Bangladesh: A Case Stu...Dr. Amarjeet Singh
Nowadays competition among company to the
company very serves, but most of the companies present
nearly the same product or service with their competitors. To
comprehend from competitors a firm need or offer superior
services. Customer satisfaction is now one of the important
key factors in the business sector. When it comes to banking
sector customer satisfaction level is differentiated to one bank
to another, thus measuring customer satisfaction is awfully
important. without satisfied customers, the bank cannot exist.
This work focus on the customer satisfaction in the retail
bank on city bank limited. This research is conducted to
affirm customer expectation on retail banking, which is
decisive for the growth of the company.
Customer Satisfaction A Case Study of Mongolia Banking Sectorijtsrd
The aim of this work is to assess the degree of customer satisfaction in the banking sector in Mongolia based on customer perceptions of service quality. The questionnaire was personally conducted on a sample of 150 bank customers. This document makes a useful contribution since there are only a few studies devoted to assessing the quality of service in the banking sector of Mongolia. Results based on three different independent variables showed that all of these variables influenced consumer satisfaction in the Mongolian banking sector. Onon Bayarsaihan | Gendendamba Nerguibaatar | Nyamsuren Delgertsogt ""Customer Satisfaction: A Case Study of Mongolia Banking Sector"" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-2 , February 2020, URL: https://www.ijtsrd.com/papers/ijtsrd29882.pdf
Paper Url : https://www.ijtsrd.com/management/management-development/29882/customer-satisfaction-a-case-study-of-mongolia-banking-sector/onon-bayarsaihan
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
Information and communication technology (ICT) developments and trends in recent years have
had great impacts on banking sector worldwide. Therefore, the disruptive innovative technology
has accelerated changes in the way of banking business. The purpose of this paper is to explore the
factors that influence on Pakistani customer’s intentions to adopt internet banking. The sample
used in this empirical study includes 265 responses of internet banking users collected through
structured questionnaire. For statistical analysis, structural equation model (SEM) approach was
used. The present study suggests that internet banking use increases as long as customer perceives
it as useful tool. Findings confirmed that perceived usefulness, perceived ease of use and attitude
were the key constructs for promoting internet banking usage in Pakistan. Furthermore, the importance
performance matrix analysis has shown that attitude was the most important factor. Thus,
banks can focus on cultivation of positive attitudinal beliefs about internet banking among prospect
customers.
Assessing the Impact of Relationship Quality on Online Adoption ijbiss
Relationships are strongly embedded in Indian culture due to its high-context nature. Because of this, the role of relationship marketing has been advanced in a variety of services viz., banking, retailing, telecom, etc and hence the competition amongst various service providers has increased. Traditionally, relationship management used to be personal interaction based phenomenon but with IT as an enabler for online channels, the need for creating and growing relationships have transpired in a big way. With the advent of technological changes in the business environment, customers are seeking better alternatives to reduce the frequency of visiting the bank branch physically and are relying more on the virtual mode for transacting. Hence, banks and other service organizations are strongly focussing on the digital (online) channels for facilitating monetary transactions and hence gaining competitive advantage. In the virtual mode, the concept of relationships appears to be unrealistic due to the absence of human interface. However, significant studies have been conducted in this regard which focus on the influence of relationship quality factors viz., trust, commitment, satisfaction, etc. towards adopting the online channel for carrying out financial transactions. Relationship quality focuses on evaluating the strength of relationships, which affects customer loyalty. There exists a dearth of such significant studies in the Indian context. The present research will focus on bridging this gap in the literature. This paper will follow a causal research design for empirically analysing the impact of RQ factors towards adopting online mode for banking transactions. It will also investigate the future intentions of the customers toward using the online channels for carrying out financial transactions.
Banking system occupies an important place in Indian economy.
It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
A Study On Customer’s Perception And Satisfaction Towards Electronic Banking ...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Customer Satisfaction on Banking Services in Indian Growing Economy Nainital ...Dr. Amarjeet Singh
Finance is the energy of every business whether it is
profit making or loss-making business and finance are
required. Economy grows with the developing people of his
country. There is no way to grow the country economy
without financial growing of his resident peoples and banking
sector play a major role to provide financial services. Banks
play a major role in the growth of the economy by providing
their services. Customer satisfaction is essential for the future
growth of both bank and country economy growth also. This
study made to determine customer satisfaction level on
banking services. This study based on primary data. Primary
data collected through questionnaire. The questionnaire
collected from 50 peoples in Kumoun region specially in
Haldwani urban area. All types of people included in sample
collection Students, Employees, Self Employees, and retired
persons. To assess customer satisfaction used the pre-tested
five points Likert's scale test. On the basis of the analysis, it is
concluded that the customer service satisfaction level of banks
is 73.80%.Key Words: Customer satisfaction, Banking
services, Overall satisfaction.
Factors Affecting Customers’ Experience in Mobile Banking of BangladeshDr. Nazrul Islam
Bangladesh is a densely populated country of the world. More than 170 million people live in this country. Mobile banking is a very important and new phenomenon in Bangladesh. In recent years, mobile banking has got highest importance by the customers in the country as it provides immense scope for consumers for banking transactions at any time with the option to access bank’s facilities anywhere of the country. It is a subset of electronic banking, the use of which is increasing day by day in Bangladesh. Hence, this paper aims at indentifying the factors that influence the customer experience in mobile banking in Bangladesh. This study is based on a survey of 231 mobile banking customers of nine private commercial banks of Bangladesh. Literature review identified some factors related to mobile banking like convenient and responsive system, transaction speed and accuracy, reliability, transaction security in ATM booth and technological difficulty that affect customers’ experience in mobile banking systems etc. Both descriptive and inferential statistics were used to analyze the data. Descriptive statistics were used to describe the present situation of the mobile banking systems in Bangladesh. Inferential statistics like factor analysis, multiple regression analysis and Structural Equation Modeling (SEM) were used to identify the relationships between the overall experience of the mobile banking customers and the specific factor(s) that affect customers experience in mobile banking. Results show that the convenient and responsive system, transaction security in ATM booth and technological difficulty are significant factors that affect the customers experience in mobile banking of Bangladesh. This study suggests that the policymakers should focus on the convenient and responsive system of mobile banking, transaction security in ATM booth and technological difficulty factors that affect customers experience in doing mobile banking for the improvement of the mobile banking services in Bangladesh.
Effects of Relationship Quality on Citizen Intention Use of Egovernment Servi...IJECEIAES
This study aims to explain the concept of relationship quality on citizen intention use of e-Government service. We have built 5 hypotheses. The result of 5 hypotheses is positive and significant impact. In building citizen relationship, we build two antecedent they are perceived e-Government usability and perceived e-Government credibility. The method we use in this research is empirical, with 366 valid respondents.
Customers’ Satisfaction on E Banking Services in Indian Banking Sectorsijtsrd
Internet Banking is about using the infrastructure for digital age to create opportunities, both in local and global market. The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Indore district. Banks play a major role in all the economic and financial activities in modern society E banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking servicesThis paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Indore district. The sample size of the study is 80 the data is gathered from the primary information. For the purpose of analysis, the customer’s satisfaction in both banks has been assessed in seven dimensions based on the suggestions. Reliability, Accessibility, User friendliness, Privacy Security, Efficiency, Responsiveness and Fulfilment. ANOVA test were applied to test the hypotheses. Dr. Kamaljeet Bhatia "Customers’ Satisfaction on E-Banking Services in Indian Banking Sectors" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45231.pdf Paper URL: https://www.ijtsrd.com/management/other/45231/customers’-satisfaction-on-ebanking-services-in-indian-banking-sectors/dr-kamaljeet-bhatia
Similar to The Impact of Technology Based Self Service Banking Dimensions On Customer Satisfaction (20)
One factor that encourages the investment climate to run in a positive trend is the ability of organizers to
package these investment activities. Positive things that have emerged in line with the increasingly
dynamic information technology-based (IT) industry in Indonesia are the increasing number of events with
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indicates that business players and investors are increasingly interested in IT-based industries. Business
matching is the implementation of events that bring together buyers and UMKM producers to communicate
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still far from expectations. If we attend events like this, it can be seen that the purpose of holding the event
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Call for papes !!! International Journal of Business Information Systems Stra...ijbiss
International Journal of Business Information Systems Strategies (IJBISS) is a Quarterly peer-reviewed and refereed open access journal that publishes articles which contribute new results in all areas of the Business Information Systems Strategies. A business information system is the study of merging new information technology in the field of business management. The emphasis of implementing Business Information systems is to improve the effectiveness and efficiency of an organization. This journal publishes research and case study papers related to development of information technology based business strategies, cross-cultural issues, and global organizational systems. This journal aims to provide a platform for exchanging ideas in new emerging trends that needs more focus and exposure and will attempt to publish proposals that strengthen our goals.
Effective OBT is part and parcel of quality MET provided by any maritime institute. To know the current status of the effectiveness of the OBT in Tanzania, the present study applies Extended DEMATEL Model to evaluate the challenges facing OBT in Tanzania. We firstly use expert opinions to identify the challenges and we then apply the Evaluation Model to rank the challenges facing OBT in Tanzania. The most prevalent challenges that are critical for effective OBT in Tanzania are identified and presented. The study reveals that the major challenges in descending order are Shortage of maritime simulators to complement OBT, Lack of ocean going vessels flying Tanzanian flag, and Lack of dedicated training ships. On the other hand, the minor challenges in descending order for effective OBT in Tanzania are Ineffective enforcement of Tanzania merchant shipping Act 2003, Decline of fleet owned and operated by SINOTASHIP, Shortage of merchant vessels undertaking coastal shipping in Tanzania waters, and Scarcity of qualified officers for effective OBT. The future extension of this study could be the analysis of the Tanzania Investment Policy in the Maritime Transport and Port Sector.
Model for Implementing Successful Customer Relationship Management in Saudi T...ijbiss
The telecommunications sector in Saudi Arabia is continuously seeking to a close relationship with their customers. Most telecom companies have Customer Relationship Management (CRM) system. However,
implementing CRM systems have a low success rate. This paper aims to propose a model that helps the telecom companies to increase the level of implementing successful CRM system. A model is drawn to
identify the critical success factors that contribute to successful CRM system in Saudi telecommunication sector. Seven basic hypotheses were tested, as parts of a theoretical model of successful CRM system.
Data was collected through a questionnaire. The empirical analysis was carried out using a structural equation model and regression. In addition, follow-up interviews were conducted with a small number of top
managers. Data obtained from the questionnaire was triangulated with data gathered from follow-up interviews. The findings revealed that the seven hypotheses were supported and lead to CRM success.
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
Trust Evaluation Using an Improved Context Similarity Measurementijbiss
In context-aware trust evaluation, using ontology tree is a popular approach to represent the relation between contexts. Usually, similarity between two contexts is computed using these trees. Therefore, the performance of trust evaluation highly depends on the quality of ontology trees. Fairness or granularity consistency is one of the major limitations affecting the quality of ontology tree. This limitation refers to inequality of semantic similarity in the most ontology trees. In other words, semantic similarity of every two adjacent nodes is unequal in these trees. It deteriorates the performance of contexts similarity computation. We overcome this limitation by weighting tree edges based on their semantic similarity. Weight of each
edge is computed using Normalized Similarity Score (NSS) method. This method is based on frequencies of concepts (words) co-occurrences in the pages indexed by search engines. Our experiments represent the better performance of the proposed approach in comparison with established trust evaluation approaches. The suggested approach can enhance efficiency of any solution which models semantic relations by
ontology tree.
Mathematical Assessment of "Blogging Effect" on Consumer Buying Behavior ijbiss
The Internet has escorted in mammothalterations in the marketing strategy by coalescing many diversities of business models involving affiliate marketing, direct sales, viral marketing and marketing online. It has been evidenced that blogs play an imperative role in facilitating customers to form a buying decision. In fact, blogs have an upshot on purchase behavior far more than the social networking platforms. Blogs have
unremittingly garnered a reliable audience. When the demonstrative bond between the blogger and the consumers gets very substantial, it can lead the latter to really build a buying decision. The impact of blogs is so intense that it is sometimes stated as “Blogging Effect” on buying behavior. The present study is an endeavor to derive the two important mathematical instigation of the “blogging effect”-
A Study on the Sectors of Economy Serviced by Pre-Industry System Developers ...ijbiss
In the emergence of transformative global economy, information system has became a necessity in businesses to obtain organizations operational excellence, adaptation to new business models, improved decision making and providing exceptional customer service, and eventual competitive advantage of the enterprise setting while keeping business alliances. This paper presents sectors of economy serviced by the pre-industry developers, explores the evolution of computer-based information system designed and developed by pre-industry system developers, and examine the effects of an information system in business to countervail indentified recurring problems. Nineteen of forty-six identified sectors of economy falls in the categories of primary, secondary, tertiary, quarternary and quinary were the recipient of computer-based system designed and developed. There have been several effects of computer-based systems to organizations, including the implied relevance to their business processes, continuum process improvement, business process reengineering, business driver and facilitator, and customer satisfaction.
Transaction Profitability Using HURI Algorithm [TPHURI]ijbiss
Business intelligence (BI) is formulation of business strategies which help organizations to achieve its objectives and to predict its future. Data mining is often referred as BI in the domain of business. One of the major tasks in data mining is Association Rule Mining (ARM). ARM techniques incorporated in BI systems can be utilized in business decision-making such as retail shelf management, catalog design, customer segmentation, cross-selling, quality improvement and bundling products marketing.
ARM technique is used for the identification of frequent itemsets from huge databases and then generating strong association rules by considering each item having same value. But in a large number of real world applications, items have different values according to their impact on the respective decision making processes. Traditional ARM techniques cannot fulfil the arising demands from these applications. The data mining researchers are continuously improving the quality of ARM technique by incorporating the utility of items. The utility of item is decided by its contribution towards the business profit or quantity of the item sold, etc. Hence Utility mining focuses on identifying the itemsets with high utilities.
Jyothi et al proposed HURI algorithm in [2] for producing high utility rare itemset according to users’ interest. An algorithm Transaction Profitability using HURI [TPHURI] is proposed in this paper which is a modified version of HURI. TPHURI finds profitable transactions consisting of high utility rare items and also finds the share of such items in the overall profit of the transactions.
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International Journal of Business Information Systems Strategies (IJBISS) is a Quarterly peer-reviewed and refereed open access journal that publishes articles which contribute new results in all areas of the Business Information Systems Strategies. A business information system is the study of merging new information technology in the field of business management. The emphasis of implementing Business Information systems is to improve the effectiveness and efficiency of an organization. This journal publishes research and case study papers related to development of information technology based business strategies, cross-cultural issues, and global organizational systems. This journal aims to provide a platform for exchanging ideas in new emerging trends that needs more focus and exposure and will attempt to publish proposals that strengthen our goals.
International Journal of Business Information Systems Strategies (IJBISS)ijbiss
International Journal of Business Information Systems Strategies (IJBISS) is a Quarterly peer-reviewed and refereed open access journal that publishes articles which contribute new results in all areas of the Business Information Systems Strategies. A business information system is the study of merging new information technology in the field of business management.
International journal of business information systems strategies(ijbiss)ijbiss
International Journal of Business Information Systems Strategies (IJBISS) is a Quarterly peer-reviewed and refereed open access journal that publishes articles which contribute new results in all areas of the Business Information Systems Strategies
International Journal of Business Information Systems Strategies (IJBISS)ijbiss
International Journal of Business Information Systems Strategies (IJBISS) is a Quarterly peer-reviewed and refereed open access journal that publishes articles which contribute new results in all areas of the Business Information Systems Strategies. A business information system is the study of merging new information technology in the field of business management. The emphasis of implementing Business Information systems is to improve the effectiveness and efficiency of an organization.
International Journal of Business Information Systems Strategies (IJBISS)ijbiss
International Journal of Business Information Systems Strategies (IJBISS) is a Quarterly peer-reviewed and refereed open access journal that publishes articles which contribute new results in all areas of the Business Information Systems Strategies. A business information system is the study of merging new information technology in the field of business management. The emphasis of implementing Business Information systems is to improve the effectiveness and efficiency of an organization. This journal publishes research and case study papers related to development of information technology based business strategies, cross-cultural issues, and global organizational systems. This journal aims to provide a platform for exchanging ideas in new emerging trends that needs more focus and exposure and will attempt to publish proposals that strengthen our goals.
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International Journal of Business Information Systems Strategies (IJBISS) is a Quarterly peer-reviewed and refereed open access journal that publishes articles which contribute new results in all areas of the Business Information Systems Strategies. A business information system is the study of merging new information technology in the field of business management. The emphasis of implementing Business Information systems is to improve the effectiveness and efficiency of an organization. This journal publishes research and case study papers related to development of information technology based business strategies, cross-cultural issues, and global organizational systems. This journal aims to provide a platform for exchanging ideas in new emerging trends that needs more focus and exposure and will attempt to publish proposals that strengthen our goals.
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Strategic Analysis of Starbucks Coffee Company - MBA.docx
The Impact of Technology Based Self Service Banking Dimensions On Customer Satisfaction
1. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
DOI : 10.14810/ijbiss.2015.4201 1
The Impact of Technology Based Self Service
Banking Dimensions On Customer Satisfaction
Rajiv Sindwani1
and Dr Manisha Goel2
Department of Management Studies,
YMCA University of Science & Technology, Faridabad, India
ABSTRACT
The technology based self service banking (TBSSB) refers to automated banking services that customer
avail in self service mode using various electronic banking channels, without any interaction with bank
employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting
attributes on the basis of past studies on service quality of automated services and customer satisfaction.
Data was collected from sample of bank customers in India. The collected data was divided into two sub-
samples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.
Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0
software on the remaining half of the collected data. The proposed model was empirically tested for uni-
dimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service
quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This
study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services,
thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
KEYWORDS
Exploratory factor analysis (EFA), confirmatory factor analysis (CFA), Technology based self service
banking (TBSSB), structural equation modeling (SEM), India
1. INTRODUCTION
Today almost all commercial Public, Private or Foreign National banks are offering automated
self service banking services [1]. As the products offered by the banks are more or less identical,
banks are trying to have edge over rivals on other parameters which may enhance customer
satisfaction and loyalty. This is because organizations having satisfied and loyal customers will be
able to survive and compete in future [2-3]. Today almost every bank is using technology to
deliver services to customers. With time automated banking services acceptance is increasing
among bank customers. This is apparent from the reduction in transactions through branches and
the increase in the transactions through automated self service modes in many of the banks. Both
researchers and managers are equally interested in managing service quality as it affects customer
satisfaction, loyalty and business performances [2,4,5]. Study of service quality of automated
banking services is required because it leads to competitive advantage and customer attractiveness
[4,6]. Most of the studies on technology based self service banking quality covers only one of the
automated banking channels. In these studies service quality has been measured taking into
consideration particular channel like ATM banking, Internet banking and tele banking. As
Customer may use more than one automated banking channel, so limiting research to only one
channel will not give the overall representation of automated self service banking service quality.
To get the comprehensive picture, in the present study broad attributes affecting technology based
self service banking (TBSSB) service quality are grouped into dimensions and their relationship
with Customer Satisfaction is studied.
2. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
2
The remainder of the paper is organized as follows: The first sections present the literature review
on automated banking service quality and customer satisfaction. Next, the paper discusses the
research methodology used in the paper as well as the survey instrument used for data collection.
Finally, results are presented along with conclusion.
2. LITERATURE REVIEW
2.1. Automated Banking Service Quality
With time numerous models have been developed for measuring service quality. In literature,
main conceptualizations of service quality are either based on the disconfirmation between
perception and expectation [7,8,9], or performance only approach [10]. [11] found that
performance-only measure is more reliable and stronger indicator of service quality than
performance-expectations measure. A study done by [12] showed that measuring service quality
using perception only scale encapsulates more deviation in service quality than studies based on
differences. In addition to this, the performance-based scale reduces the number of items to be
measured by half as compared to the disconfirmation scale. So, performance only measure is
used in this study. “Automated service quality” is customer‟s evaluation of services rendered
using electronic channels [6]. [13] examined the part that technology plays in Australian
banking services. Researchers found six e-banking quality dimensions as efficiency;
convenience/accuracy; accessibility; queue management; feedback/complaint management and
customisation. [14] proposed 17 factors of e-banking quality as responsiveness, diverse
features /product variety, courtesy, reliability, access, competence, credibility, ease of use ,
communication, aesthetics, understanding the customer, collaboration, accuracy, continuous
improvement, content, security and timeliness. Researchers put forward that both electronic
bank as well as traditional banks offering e-banking services should focus on reliability,
responsiveness and access dimensions. [15] proposed service quality model in Internet banking.
They identified the following five dimensions: the image and reputation of the service
organization, customer expectations of the service, customer participation, aspects of the service
setting and service encounter. Among these factors, customer participation and service setting
have the major influence on service evaluation. [4] conducted study to establish the critical
determinants of automated service quality by including attributes of three main banking services
channel (ATM, Telephone Banking and Internet Banking) along with attributes corresponding to
two additional dimensions of Perceived Price and Core Service. The paper proposed a
conceptual model of automated banking services quality. Using open-ended exploratory
interviews, past studies and quantitative analyses [16] proposed 7 dimensions of Internet
banking quality: convenience, auxiliary features, personal finances, security, exploration,
investment and status. The researcher made suggestion that banks offering electronic banking
services should pay more attention towards young customers. [17] found that there is a direct
association between technology and quality of service in banking sector. [18] conducted
research on electronic banking in Nigeria. He found the major factors accountable for internet
banking. He gave a structure of the factors for assessing the perception about e-banking.
Researcher found major factors as queue management, security, accessibility, user friendliness,
fund transfer and time. Survey results showed that 88% respondents were of the opinion that e-
banking is flexible and convenient way of banking. [19] proposed dimensions affecting service
quality as e- Fulfillment , System availability, efficiency, accuracy , responsiveness, security,
convenience, ease to use, problem handling, cost effectiveness, contact and compensation. [3]
conducted a research on undergraduate students of a University in the Massachusetts state of the
USA and identified service quality dimensions as technology convenience, technology usage
easiness and reliability, technology security and information quality, and customer service.
3. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
3
2.2. Automated Banking-Customer satisfaction Relationship
Customer satisfaction refers to post consumption feelings or judgments about a product [20]. In
the present study satisfaction is considered as a multi-item construct [3,21,22]. Good service
quality leads to satisfying relationship with customers [23] and Higher customer satisfaction
results in better profits and word-of-mouth recommendation [24,25]. Therefore, studying the
relationship of service quality with satisfaction is considered important. The impact of service
quality on customer satisfaction was investigated in many studies. In automated banking,
customer satisfaction is found to be affected by service quality [3,21,26]. But, most of the such
studies considered effect of single technology like ATM banking [27,28] and Internet Banking
[22,29,30] on customer satisfaction.
A review of the literature uncovers that majority of the automated banking service quality studies
covers one electronic banking channel service quality and does not include other important
automated banking service channels. So in the present study, broad attributes affecting
technology based self service banking (TBSSB) service quality are identified. Considering these
attributes, relationship between TBSSB service quality and Customer satisfaction is investigated.
3. METHODOLOGY
3.1. Scale Development
A survey was conducted to in order to study the impact of TBSSB service quality on customer
satisfaction. The survey questionnaire constituted questions related to TBSSB service quality
attributes and customer satisfaction along with other questions. Table 1 shows 20 items related to
TBSSB service quality and 3 items related to customer satisfaction. TBSSB service quality
attributes are identified and adapted through a comprehensive review of various studies on
automated service quality [3,13,31,32,33,34,35 ,36,37,38,39,40,41,42,43,44,45,46,47]. The items
related to customer satisfaction are identified and adapted from [3,21,22,35,48, 49,50].
Table 1: Attributes affecting TBSSB service quality and customer satisfaction
Attribute Attribute Name
A1 TBSSB services are able to conduct error free transactions every time
A2 TBSSB services are available 24 x 7 (7 days, 24 hours)
A3 TBSSB give directions to new users
A4 I receive prompt responses to my requests while using TBSSB
A5 TBSSB provides consistent services
A6 TBSSB provides customer feedback services
A7 TBSSB acknowledges me by name
A8 TBSSB provides the precise and sufficient information I need
A9 TBSSB provides product offerings according to my preferences
A10
TBSSB services provides accurate records of all transactions that have
taken place
A11
I feel secure that my personal information will not be shared with third
party in using TBSSB
A12 Financial transactions done using TBSSB are secure
A13 TBSSB services are cost effective
4. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
4
A14 TBSSB services are easy to use
A15 TBSSB has adequate menu options for everyday banking needs
A16
Elements of security are incorporated in TBSSB by bank and I am made
aware of them
A17 TBSSB services has a user-friendly system
A18 TBSSB gives me more freedom of mobility
A19 When problems occur, the TBSSB system guides me to solve them
A20 TBSSB is less time consuming as compared to branch banking
S1 I am satisfied with TBSSB services of my bank
S2 I am satisfied with the products offered by my bank
S3 Overall I am satisfied with my bank
Data was collected using self-administered paper-based questionnaires from the customers of
different banks in Delhi and NCR region in India using convenience sampling. Only those
customers were considered in the survey that are above 18 years of age and use at least one mode
of electronic banking. Out of 600 distributed questionnaires, 440 were received back. Only 414
from 440 responses were usable, resulting in response rate of 69 percent. The respondents were
requested to give their response corresponding to items (variables) on a five-point scale, having
range from strongly disagree to strongly agree. Respondents‟ Demographic profile is presented in
Table 2.
Table 2: Profile of the respondents
Percent
Gender Male 57.00
Female 43.00
Age 18- up to 25 yrs 21.50
More than 25 -up to 35 yrs 38.40
More than 35- up to 45 yrs 30.00
More than 45 yrs 10.10
Highest Completed Education 12th or Below 2.20
Graduate 66.40
Post Graduate and above 31.40
Occupation Student 12.60
Salaried 58.90
Self employed 22.50
Others 6.00
Annual Income(in INR per annum) upto 2 Lacs 21.00
More than 2- up to 5 Lacs 39.60
More than 5- up to 10 Lacs 30.20
More than 10 Lacs 9.20
TBSSB usage per month Up to 5 times 54.83
5. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
5
More than 5 – up to 10 times 31.40
More than 10 – up to 20 times 10.63
More than 20 times 3.14
4. DATA ANALYSIS AND RESULTS
For the purpose of analysis, Data sample of 414 was split into two sub-samples of 207 each. Sub-
Sample 1 was used for exploratory factor analysis and sub-sample 2 for confirmatory purpose.
4.1. Exploratory Factor Analysis (EFA)
Factor analysis was applied to the captured responses corresponding to attributes. Before
establishing the factor structure, initially the correlation matrix was checked to find its suitability
for factor analysis. The sample size adequacy for factor analysis was determined by Kaiser-
Meyer-Oklin (KMO) value, which is found to be more than 0.6 [51]. Also, the test statistic for
sphericity [52] value was found to be big enough. Bartlett‟s test of sphericity was also significant
at low significance level (0.000). In order to extract the factors, Principal Axis Factoring method
was used by applying the constraint of higher than one eigen value for each factor [53]. Moreover
only variables with loadings of at least 0.5 [54] were included in the analysis.
In the initial exploration, two variables „TBSSB services provide accurate records for all
transactions‟ and „TBSSB services are cost effective‟ were deleted as they were having factor
loadings of < 0.5. The remaining variables are again factors analyzed. The resulting factors
satisfactory explained 70.046 percent of the total variance. The extracted factors were then
rotated using Varimax rotation method. The dimensions (factors) with corresponding items
(variables) and loadings are presented in table 3. Factors Reliability was computed using the
Cronbach‟s alpha and values are shown in table 3. The magnitude of Cronbach‟s alpha was
higher than or equal to 0.7, which indicated that the factors are reliable [54]. In this study every
factor had adequate magnitude of Cronbach‟s alpha as shown in table 3.
Taking into consideration variables covered under various factors and relevant literature, TBSSB
service quality factors are named as Convenience, Reliability and Security, Responsiveness and
Personalization. Six variables loaded on factor 1 and were all related to “Convenience”. The
second factor has five variables which were all related to “Reliability and Security”. Third Factor
has four variables which are related to “Responsiveness”. The forth factor has three items related
with the “Personalization” and finally all three items S1, S2 and S3 loaded significantly on a
single factor named Customer Satisfaction.
Table 3: TBSSB service quality and Customer Satisfaction rotated factor matrix
Factor Name
(Dimension)
Items (Variables)
Factor
Loadings
Cronba
ch’s
Alpha
Convenience
TBSSB is less time consuming as compared
to branch banking
0.690
0.889
TBSSB services are easy to use
0.736
6. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
6
TBSSB services are available 24 x 7 (7 days,
24 hours)
0.699
TBSSB gives me more freedom of mobility
0.793
TBSSB services has a user-friendly system
0.775
TBSSB has adequate menu options for
everyday banking needs
0.601
Reliability
and Security
Elements of security are incorporated in
TBSSB by bank and I am made aware of
them
0.696
0.919
I feel secure that my personal information
will not be shared with third party in using
TBSSB
0.805
TBSSB services are able to conduct error free
transactions every time
0.856
TBSSB provides consistent services
0.820
Financial transactions done using TBSSB are
secure
0.791
Responsivene
ss
TBSSB give directions to new users
0.681
0.800
TBSSB provides customer feedback services
0.641
I receive prompt responses to my requests
while using TBSSB
0.647
When problems occur, the TBSSB system
guides me to solve them
0.722
Personalizatio
n
TBSSB acknowledges me by name
0.751
0.875TBSSB provides product offerings according
to my preferences
0.853
TBSSB provides the precise and sufficient
information I need
0.828
7. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
7
Customer
Satisfaction
I am satisfied with TBSSB services of my
bank
0.641
0.748
I am satisfied with the products offered by
my bank
0.708
Overall I am satisfied with my bank
0.761
4.2. Confirmatory Factor Analysis (CFA)
Next objective was to confirm the factor structure using sample 2. AMOS 20.0 software was used
to perform the confirmatory factor analysis. Confirmatory factor analysis showed that the
variables loaded as per the pattern found during exploratory factor analysis. There are specific
measures that can be used test the model fit. As per [56], using three to four fit indices provides
sufficient evidence of model fit. The researcher needs to report at least one incremental index and
one absolute index, along with value of chi-square and degrees of freedom (df). So, reporting the
value of chi-square value and df, Tucker-Lewis Index (TLI) or Comparative Fit Index (CFI) and
RMSEA will usually provide adequate unique information to evaluate a model. The fit indices
values and acceptable fit criterion of the measurement model were as follows: Chi-square=
251.765, degrees of freedom (df) = 179, Chi-square/df = 1.407( <3) , CFI =0.973(>0.95),
RMSEA=0.044(<0.05), TLI=0.969(>0.95). Computed values for measurement model pointed
towards the well fitted model.
In addition, all the variables had a significant factor loading on the related factor (latent
constructs). Taken together, the measurement model confirmed the structure constituting four
factors of TBSSB service quality and one factor of Customer Satisfaction. Confirmatory factor
analysis was also performed on the entire data set of 414 responses. Model data fit was confirmed
using the results.
4.2.1. Uni-dimensionality, Reliability and Validity of the model
Uni-dimensionality
The dimensionality of the model was tested during EFA by reviewing the loadings of the factors.
Each variable had a sufficient loading on the particular factor only. This supported the uni-
dimensionality of the scale [56].
Reliability
The reliability of the model was checked through Cronbach‟s alpha [56]. The magnitude of
Cronbach‟s alpha for all the dimensions were higher than the lower threshold acceptable limit of
0.7 [54]. The reliability coefficient values for the factors were as follows: Convenience (0.889),
Reliability and Security (0.919), responsiveness (0.8), Personalization (0.875) and Customer
Satisfaction (0.748). The value of Cronbach‟s alpha for the TBSSB service quality and Customer
Satisfaction instrument was 0.883, showing that the instrument is reliable. Also, Average
Variance Extracted (AVE) as well as Composite reliability (CR) of all the dimensions were more
than the acceptable limit of 0.5 and 0.7 respectively [56,57] as shown in table 4, supporting the
reliability of the instrument.
8. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
8
Table 4: Reliability and Convergent Validity metrics
Composite Reliability Average Variance Extracted
Customer Satisfaction 0.808 0.585
Reliability & Security 0.930 0.725
Responsiveness 0.829 0.550
Personalization 0.917 0.788
Convenience 0.912 0.636
Validity
Validity was tested by examine the face validity, discriminant validity and convergent validity.
Face validity was established by taking the attributes (items) in the study from the existing
literature and adapting them.
Convergent validity is the extent to which variables under a factor measure that same factor
[56,57]. AVE and factor loadings were used to examine convergent validity as suggested by [57].
All the variables had considerably large loadings on respective factors. Moreover, the AVE for
each dimension is higher than 0.50 as shown in table 4, supporting convergent validity.
Discriminant validity according to [57], evaluates the degree of distinctiveness of measures i.e.
correlation between them must not be high that appear to determine the same underlying factors
[58]. [57] suggested that the comparison of the AVE with inter-construct squared correlation
values can be used to determine discriminant validity.
In the table 5, Diagonal elements in the correlation matrix of constructs were the square root of
the AVE values and off diagonal elements represented inter-construct correlations. The diagonal
elements were greater than the off diagonal, supporting the discriminant validity of the constructs.
Table 5: Discriminant validity
Customer
Satisfaction
Reliability
&
Security
Responsi
veness
Personalizatio
n
Convenience
Customer
Satisfaction
0.765
Reliability &
Security
0.278 0.852
Responsiveness -0.02 0.019 0.741
Personalization 0.606 0.239 -0.049 0.888
Convenience 0.398 0.419 -0.018 0.346 0.798
4.2.2. Impact of TBSSB service quality dimensions on customer satisfaction
The proposed structural model is shown in figure 1. The overall fit indices and acceptable fit
criterion for the proposed structural model were as follows: Chi-square= 251.765, degrees of
freedom (df) = 179, Chi-square/df = 1.407(<3), CFI =0.973(>0.95), RMSEA=0.044(<0.05),
TLI=0.969(>0.95). All computed values confirmed the fitness of the model. Hypotheses were
tested by using the structural equation modelling (SEM) using AMOS 20.0. To study the effect of
9. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
9
Technology based self service banking quality on customer satisfaction following four
hypotheses were tested
H1. Convenience has a direct positive influence on customer satisfaction.
H2. Reliability & Security has a direct positive influence on customer satisfaction
H3. Responsiveness has a direct positive influence on customer satisfaction
H4. Personalization has a direct positive influence on customer satisfaction
Table 6: Standardised regression weights and the significance level for hypothesised paths
Relation between Constructs
Standardized Regression
Weights
Significance
Level
Convenience Satisfaction 0.186 * * 0.018
Reliability & Security Satisfaction 0.075 (NS) 0.311
Responsiveness Satisfaction 0.008(NS) 0.911
Personalization Satisfaction 0.524* * * * * *
NS implies “not significant”; * * Implies significant at p < 0.05; * * *Implies significant at p <
0.001
Examination of the path coefficients and the significance level between the constructs in the
model were used to test the hypotheses. The analysis in table 6 shows that Convenience and
Personalization dimension have a positive significant relationship with customer satisfaction.
Thus, H1 and H4 are supported. But, Responsiveness and Reliability & Security dimensions do
not have significant positive relation with customer satisfaction. Thus, H2 and H3 are not
supported.
5. CONCLUSION
In this paper, attempt is made to study the impact of TBSSB service quality dimensions on
customer satisfaction. In total 23 attributes affecting TBSSB service quality and customer
satisfaction are considered for the purpose of evaluation. To study the impact, firstly key
dimensions of TBSSB service quality and customer satisfaction are explored by conducting study
on 414 Indian retail banking customers using structured questionnaire. Data sample of 414 was
split into two equal sub-samples. Sample 1 is used for EFA to identify dimensions and sample 2
is used for CFA to confirm the factor structure. Analysis revealed and confirmed four dimensions
of TBSSB service quality, named as Convenience, Reliability and Security, Responsiveness,
Personalization and one dimension of customer satisfaction. The proposed factor structure of
TBSSB service quality showed evidence of uni-dimensionality, reliability, face validity,
convergent validity and discriminant validity. Moreover, various criteria indices for the model
have also been found to exceed the obligatory requirements. Four hypotheses were tested to
investigate the relationship between TBSSB service quality and Customer Satisfaction employing
SEM. Result of hypotheses testing showed that Convenience and Personalization dimension have
a positive significant relationship with customer satisfaction. But, the relation of Responsiveness
and Reliability & Security dimensions with customer satisfaction is not significant. So, TBSSB
service quality can be said to have weak influence on customer satisfaction. The findings of the
study may act as input for banks, so that they may focus on those aspects of technology based self
service banking which may enhance customer satisfaction, ultimately resulting in customer
loyalty and higher profitability. The same method for establishing relationship between service
quality and customer satisfaction can also be used for other multi mode technology based services
like share and commodity trading by considering their broad self service technology attributes.
10. International Journal of Business Information Systems Strategies (IJBISS) Vol.4, No.1/2, May 2015
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Authors
Rajiv Sindwani
Rajiv Sindwani is working as assistant professor in Department of Management Studies at
YMCA Universityof Science and Technology, Faridabad, India. He is having total 10 years
of experience in various sectors including consumer durables, banking and education.
Currently, he is doing research in the area of service quality in technology based self service
banking. He has authored papers in national and international journals.
Dr Manisha Goel
Manisha Goel holds a PhD degree in management. She has authored many papers in
international journals. With more than 13 years of teaching and research experience,
currently she is working as Associate Professor in Department of Management Studies at
YMCA University of Science and Technology, Faridabad, India.
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Figure 1. Model showing relationship between TBSSB service quality and Customer Satisfaction