The Impact of Technology Based Self Service Banking Service Quality’ : Current School News

The Impact of Technology Based Self Service Banking Service Quality on Customer Satisfaction

The Impact of Technology-Based Self Service Banking Service Quality on Customer Satisfaction.

ABSTRACT

The purpose of the research is to determine the impact of Technology-Based Self-Service Banking (TBSSB) on customers’ satisfaction in the Nigerian Banking Sector. Focus is given to five selected banks within Yola metropolis, in Adamawa state.

The research determines the degree of impact of speed of delivery, convenience, efficiency, reliability & security as well as their influence on customer satisfaction.

In this context, the speed of delivery, convenience, efficiency, reliability & security is considered as service quality factors associated with TBSSB. The methodology approach employed was the survey questionnaire administered to the respective customers of banks via TBSSB channels.

Five hypotheses were formulated and tested using the Structural Equation Modeling-Partial Least Square (SEM-PLS). A survey of 248 valid questionnaire instruments, were collected from the customers of TBSSB within the Yola metropolis.

Data obtained from the customers were analyzed using the SEM-PLS to determine the reliability and validity of the model. Besides, the significance path coefficient, as well as the degree of impact of the service quality factors of TBSSB on customer satisfaction, were also determined.

The findings indicate that speed of delivery and reliability has a significant influence on customer satisfaction among other variables. Speed of delivery, convenience, and efficiency has a small impact on customer satisfaction while reliability is seen as having a medium degree of impact on customer satisfaction, while security has a large impact on customer satisfaction.

The research findings are of importance to both theory and practice. To theory, the research has developed a model for evaluating service quality factors associated with TBSSB in the Nigerian banking sectors.

Practical wise, banks can use the model to understand the factors they should focus on while servicing their customers associated with the extent/degree of impact suggest that speed of delivery, convenience, and efficiency have small value on customer satisfaction. This is followed by reliability, convenience via TBSSB channels.

TABLE OF CONTENTS

Title Page. . . . 2
Declaration . . . . . . 3
Certification . .. .4
Acknowledgment. .  …5
Abstract . . .  . . . 6
Table of Content . .. . . . . 7
List of Table . .  .9
List of Figures. . . 9
Abbreviation & Nomenclature . .. . . .10

CHAPTER ONE

1.0 Background of the Study .. 11
1.1Problem Statement ……….. 13
1.2Research Question …………. 14
1.3Objectives of the Study …….. 15
1.4Significance of the Research ……. 15
1.5Scope and Limitations of the Study ……. 15
1.6Thesis Structure ………. 16

CHAPTER TWO

2.0 Literature Review…………. 17
2.1 Introduction ……… 17
2.2Customer Quality Service and TBSSB …………… 17
2.3Customer Satisfaction in TBSSB ……. 19
2.4Brief Historical Evolution and History of Banking in Nigeria ………….. 17
2.5Service Quality……. 20
2.6Attribute Based Model in Information System (IS) Research ………… 22
2.7Discrepancy Model in Research of Satisfaction in Information Systems…… 24
2.8 Associated Quality Service Factors In TBSSB ……….. 26
2.9 Efficiency of Technology Self-service …….. 27
2.9.1 Convenience of Technology Self-Service …….. 28
2.9.2 Speed of Delivery of Technology Banking ……. 28
2.9.3 Reliability of Technology Banking .. 29
2.9.4 Security of Technology Banking …….. 29
2.9.5 Knowledge Gap from Literature ……. 30

CHAPTER THREE

3.0 Methodology. ……..31
3.1 Introduction ……….. 31
3.2 Research Design… 31
3.3 Survey Methodology ………. 32
3.5 Selecting the Sampling Technique… 34

CHAPTER FOUR

4.1 Analysis Software (SEM-PLS) ………… 36
4.3Statistical Data Analysis Tools ………. 38
4.4 Measurement Model ………… 38
4.5 Quality and Rigor of the Research ……. 41
4.7 Composite Reliability …… 42
4.8 Validity …………… 43
4.9 Convergent Validity …. 43
4.9.1 Discriminate Validity ……. 43
4.9.2 Determination of the Path Coefficient and Structural Relevance Relationship ……… 45
4.9.3Determination of the Result (Regression Analysis of R2) … 46
4.9.4Hypothesis Testing and Result ………. 46
4.9.5 Determining and Assessing the Effect Size F2 ……… 47

CHAPTER FIVE

5.0Summary Conclusion and Recommendation … 51
5.1 Summary ……. 51
5.2 Recommendation and Future Research …… 52
5.3 Conclusion. .  . 51

INTRODUCTION 

This chapter presents the Master’s Thesis titled “The Impact of Technology-Based Self-Service Banking Service Quality on Customer Satisfaction.”

The introduction is divided into the sections herein. Section 1.0 provides the background and introduces the phenomenon under investigation. Section 1.1 gives the problem statement of the research. Section 1.2 provided the research questions.

Section 1.3 introduces the aim and objectives of the study. Section 1.4 gives the significance of the research. Section 1.5 gives the scope and limitations of the study. Finally, 1.6 gives the thesis structure

1.1 Background of the Study

Today, almost all Nigerian commercial banks provide automated services better known as Technology-Based Self Service Banking (TBSSB). Information Technology is considered one of the greatest transformations in financial institutions.

Consequently, technology has led to new innovative services, creating market opportunities, and introducing new business information systems (Chang, Cheung, & Cheng, 2002).

Technology-Based Self-Services Banking includes mobile banking, Internet banking, automated teller machine banking, and telebanking, most of which are similar (Akinyele & Olorunleke, 2010).

Moreover, Technology-Based Self-Service is changing the way the financial markets use innovative resources with enterprise deliverables (Wang & Harris, 2003).

REFERENCES

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Adewoye, J. (2013). Impact of mobile banking on service delivery in the Nigerian commercial banks. International Review of Management and, 333–344. Retrieved from http://search.proquest.com/openview/338295f2562cc380b99b4eda0d2de6fb/1?pq- origsite=gscholar
Adewoye, J. O. (2013). Impact of Mobile Banking on Service Delivery in the Nigerian Commercial Banks. Internation Review of Management and Business Research, 333–344.
Akinyele, S. T., & Olorunleke, K. (2010). Technology and Service Quality in the Banking Industry: An Empirical Study of Various Factors in Electronic Banking Services. International Business Management, 4(4), 209–221.
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