Literature Review: Impact of SST Quality on Customer Satisfaction

This literature review, based on a journal paper by Gunawardana, Kulathunga, and Perera, examines the impact of self-service technology (SST) quality on customer satisfaction in retail banks in the Western Province of Sri Lanka. The paper discusses the increasing adoption of SST like SMS banking, ATMs, and internet banking by Sri Lankan banks. It highlights the advantages of SST, including improved efficiency and productivity, and emphasizes the importance of understanding customer evaluations of these technologies. The review identifies key attributes of SST quality, such as reliability, ease of use, efficiency, security, and convenience. It also acknowledges the limitations of SST, including reliance on internet services and potential security risks. The research surveyed 215 customers and found that SST plays a significant role in consumer communication, with the use of mobile technology increasing rapidly. The paper references related research on SST and customer satisfaction in the banking sector.

Running Head: LITERATURE REVIEW
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Literature Review

LITERATURE REVIEW
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Literature Review
The title of this journal paper is Impact of Self Service Technology Quality on
Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka which
was written by H.M.R.S.S.Gunawardana, Kulathunga D., and W.L.M.V.Perera. According
to the author in this modern generation, there are many technologies developed in the
field of banking sectors and many Sri Lankan banks adopted self-service technologies
(Gunawardana, & Perera, 2015). Self-services technologies are used to provide many
services such as SMS banking service, ATM, telephone services, and internet banking
systems. This paper is explaining about the quality of self-service technologies and the
impact of this technology on client’s satisfaction (Aggarwal, Kryscynski, Midha, & Singh,
2015). This research paper surveyed around 215 clients from various commercial
banks which are located in Sri Lanka. Many advanced technologies provided oriented
organization services to enter into self-service technology and this is rapidly increasing
in the banking sectors. Retail banks use many types of self-service such as internet
banking system, ATM services, and SMS services and these types of services play a
significant role in consumer communication with retail banks. According to this
research paper, there are many advantages of self-service technologies such as improve
efficiency, flaccidity, productivity and also increased corporate performances. Therefore
it is very necessary to understand the client evaluation of this self-service (Orel, & Kara,
2014). According to research, it is estimated that self-service technologies are
completely depended on e-services. According to the author to determine SST quality of
retail banks there are main five attributes can be used such as reliability, the case of use,
efficiency, security, and convenience. At that time the use of mobile is increased rapidly
in Sri Lanka in the last few years through which many retail banks adopted many self-
service technologies to improve their efficiency and productivity. This technology
provides a platform to client’s to access their accounts through self-service technology
and they can transfer money from one account to another by using this technology. This
advanced technology provides many services through which users can access their
account from anywhere and can be transferred or receive money without reaching bank
(Piotrowicz, & Cuthbertson, 2014).

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Traditionally customers interact with service organizations by face to face
communication system and it takes more time, therefore, this technology reduce this
type of problem. This technology reduces the time and many customers do not reach the
bank because they transfer money or check balance by using mobile banking services
and ATM services. This technology plays an important role in the field of service and it
is defined as a technology which enables users to produce a self-service platform. There
are many limitations of self-service such as it required a lot of efforts, it completely
depends upon internet services, it is a technology-based service so if any fault occurs in
any part than its effects on the whole system. Therefore it requires lot of responsibilities
to access and the main limitation of this technology is security risks. This paper is
explained self-service technologies and the role of this technology in the field of the
banking sector. The author also explained the use of this advanced technology in retail
banks.

LITERATURE REVIEW
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References
Aggarwal, R., Kryscynski, D., Midha, V., & Singh, H. (2015). Early to adopt and early to
discontinue: The impact of self-perceived and actual IT knowledge of technology
use behaviors among end users. Information Systems Research, 26(1), 127-144.
Gunawardana, H. M. R. S. S., & Perera, W. L. M. V. (2015). Impact of self-service
technology quality on customer satisfaction: A case of retail banks in the western
province of Sri Lanka. Gadjah Mada International Journal of Business, 17(1), 1.
Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer
satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of
Retailing and Consumer Services, 21(2), 118-129.
Piotrowicz, W., & Cuthbertson, R. (2014). Introduction to the special issue of
information technology in retail: Toward omnichannel retailing. International
Journal of Electronic Commerce, 18(4), 5-16.