Research Article
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Year 2017, , 145 - 153, 30.06.2017
https://doi.org/10.17261/Pressacademia.2017.444

Abstract

References

  • Akbar, M. M., Parvez, N. 2009, “Impact of service quality, trust, and customer satisfaction on customers loyalty”, ABAC Journal, vol.29, no:1, pp.24–38.
  • Akhisar, İ., Tunay, K. B., Tunay, N., 2015, “The Effects of Innovations on Bank Performance : The Case of Electronic Banking Services,” World Conference on Technology, Innovation and Entrepreneurship, 195, pp. 369–375.
  • Anderson, E. W., Fornell, C., Lehmann, D. R. 1994, “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden”, Journal of Marketing, vol.58, no.3, pp. 53–66.
  • Baron R., Kenny D.1986. “The moderator-mediator variable distinction in social psychological research”, Journal of Personality and Social Psychology, vol:51 no:6, pp. 1173-1182.
  • Boulding, W., A. Kalra, R. Staelin, V. A. Zeithaml, 1993, A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions.” Journal of Marketing Research, vol: 30, pp.7-27.
  • Brady, M. K.,Cronin, J. J. J. 2001, “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach” ,Journal of Marketing, vol.65, pp.34–49.
  • Cronin, J. J., Brady, M. K., Hult, G. T. M. 2000, “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments, Journal of Retailing, vol. 76, no.2, pp. 193–218.
  • Dabholkar, P.A.,1996, “Consumer Evaluations of New Technology-Basedself-Service Options: An Investigation of Alternative Models of Service Quality, International Journal of Research in Marketing ,vol.13, no. 1, pp. 29–51.
  • Howcroft, B., Hamilton, R., Hewer, P. 2002, “Consumer Attitude and the Usage and Adoption of Home-Based Banking in the United Kingdom, International Journal of Bank Marketing, vol. 20, no.3, pp.111–121.
  • Hsieh, C. 2005, “Implementing Self-Service Technology to Gain Competitive Advantages”, Communications of the IIMA, vol. 5, no.1, pp.77-83.
  • Johnson, M. S., Sivadas, E., Garbarino, E. 2008, “Customer Satisfaction, Perceived Risk and Affective Commitment: An Investigation of Directions of Influence, Journal of Services Marketing, vol. 22 no.5, pp. 353–362.
  • Khalilov C., M., Gündebahar, M., 2012, “XTM : An Alternative Delivery Channel in Turkish Banking Sector” International Conference on Asia Pasific Business Innovation and Technology Management, 57, pp.373–380.
  • Lee, J., Lee, J., Feick, L. 2001, “The Impact of Switching Costs on the Cstomer Satisfaction‐Loyalty Link: Mobile phone service in France” Journal of Services Marketing, Vol.15, no.1, pp.35–48.
  • Lin, J. S. C., Hsieh, P. L. 2011. “Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale”, Journal of Retailing, vol.87, no:2, pp. 194–206
  • Meuter, M.L.,Ostrom,A.L.,Roundtree,R.I.,Bitner,M.J.,2000, “Self-service technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters”, Journal of Marketing, 64, pp.50–64.
  • Pearson, S. 1996, “Building Brands Directly: Creating Business Value from Customer Relationships”. MacMillan Press Ltd.
  • Radomir, L., Nistor, C. V. 2012, “High-Educated Consumer Perceptions of Service Quality: An Assessment of the SSTQUAL Scale in the Romanian Banking Industry”. Procedia Economics and Finance, vol.3., no:12, pp. 858–864.
  • Ribbink, D., Riel, A. C. R. Van, Liljander, V., Streukens, S. 2004, “Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet. Managing Service Quality, vo.l14, no.6, pp. 446–456.
  • Sivadas, E., Baker-Prewitt, J. L. 2000. “An Examination of the Relationship between Service Quality, Customer Satisfaction, and Store loyalty”,International Journal of Retail & Distribution Management, vol,28, no:2, pp.73–82.
  • Sureshchandar, G. S., Rajendran, C., Anantharaman, R. N. 2003, “Customer Perceptions of Service Quality in the Banking Sector of Developing Economy: A Critical Analysis”, International Journal of Bank Marketing, Vol.21, no:5, pp. 233–242.
  • Wendy W.N. Wan, Chung‐Leung Luk, C. W. C. C. (2005). Customers ’ adoption of banking channels in Hong Kong. International Journal of Bank Marketing, 23(3), 255–272.
  • Wolfinbarger, M., Gilly, M. C. 2003. “eTailQ: Dimensionalizing, Measuring and Predicting Retail Quality”, Journal of Retailing, Vol.79, no:3, pp. 183–198.
  • Wu, K.W.,2011, “Customer Loyalty Explained by Electronic Recovery Service Quality: Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers”, Contemporary Management Research, Vol.7, no:1, pp. 21–43.
  • Yusuf, S., Lee, J., 2015, “Technology Adoption : A Conjoint Analysis of Consumers ATM Preference on Future Online Banking Services”, Information Systems, 53, pp. 1–15.

AN INVESTIGATION OF SELF-SERVICE TECHNOLOGY (SST) OF PARTICIPATION BANKING IN TURKEY

Year 2017, , 145 - 153, 30.06.2017
https://doi.org/10.17261/Pressacademia.2017.444

Abstract

Purpose- Scholars and practitioners have
recognized the importance of the advent of technology and information
technology in various industries such as supermarkets, banks, health sectors
for surviving. Self-service technology (SST) is one of the important usage of
technology particularly in banking industry. The aim of this study is to
investigate one of the available self-service technologies in participation
banking.

Methodology- The study contains a questionnaire
based survey of customers from participation banking (Kuveyt Turk) operating in
Turkey. A total of 165 online survey responses were used for the purposes of
this study. The surveys were sent to customers of the Kuveyt Turk Participation
Bank which is the only bank to use the XTM technology. Data analyzed through
structural equation modelling (SEM)

Findings- The results indicate that SSTQAUL
positively affects customer satisfaction and customer loyalty; customer
satisfaction influences customer loyalty; customer satisfaction medaites the
relationship between SSTQAUL and customer loyalty.







Conclusion- The paper emphasizes the importance of self
service technolgy quality in banking industry and proposes an understanding of
influneces in customer satisfaction and loyalty.

References

  • Akbar, M. M., Parvez, N. 2009, “Impact of service quality, trust, and customer satisfaction on customers loyalty”, ABAC Journal, vol.29, no:1, pp.24–38.
  • Akhisar, İ., Tunay, K. B., Tunay, N., 2015, “The Effects of Innovations on Bank Performance : The Case of Electronic Banking Services,” World Conference on Technology, Innovation and Entrepreneurship, 195, pp. 369–375.
  • Anderson, E. W., Fornell, C., Lehmann, D. R. 1994, “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden”, Journal of Marketing, vol.58, no.3, pp. 53–66.
  • Baron R., Kenny D.1986. “The moderator-mediator variable distinction in social psychological research”, Journal of Personality and Social Psychology, vol:51 no:6, pp. 1173-1182.
  • Boulding, W., A. Kalra, R. Staelin, V. A. Zeithaml, 1993, A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions.” Journal of Marketing Research, vol: 30, pp.7-27.
  • Brady, M. K.,Cronin, J. J. J. 2001, “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach” ,Journal of Marketing, vol.65, pp.34–49.
  • Cronin, J. J., Brady, M. K., Hult, G. T. M. 2000, “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments, Journal of Retailing, vol. 76, no.2, pp. 193–218.
  • Dabholkar, P.A.,1996, “Consumer Evaluations of New Technology-Basedself-Service Options: An Investigation of Alternative Models of Service Quality, International Journal of Research in Marketing ,vol.13, no. 1, pp. 29–51.
  • Howcroft, B., Hamilton, R., Hewer, P. 2002, “Consumer Attitude and the Usage and Adoption of Home-Based Banking in the United Kingdom, International Journal of Bank Marketing, vol. 20, no.3, pp.111–121.
  • Hsieh, C. 2005, “Implementing Self-Service Technology to Gain Competitive Advantages”, Communications of the IIMA, vol. 5, no.1, pp.77-83.
  • Johnson, M. S., Sivadas, E., Garbarino, E. 2008, “Customer Satisfaction, Perceived Risk and Affective Commitment: An Investigation of Directions of Influence, Journal of Services Marketing, vol. 22 no.5, pp. 353–362.
  • Khalilov C., M., Gündebahar, M., 2012, “XTM : An Alternative Delivery Channel in Turkish Banking Sector” International Conference on Asia Pasific Business Innovation and Technology Management, 57, pp.373–380.
  • Lee, J., Lee, J., Feick, L. 2001, “The Impact of Switching Costs on the Cstomer Satisfaction‐Loyalty Link: Mobile phone service in France” Journal of Services Marketing, Vol.15, no.1, pp.35–48.
  • Lin, J. S. C., Hsieh, P. L. 2011. “Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale”, Journal of Retailing, vol.87, no:2, pp. 194–206
  • Meuter, M.L.,Ostrom,A.L.,Roundtree,R.I.,Bitner,M.J.,2000, “Self-service technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters”, Journal of Marketing, 64, pp.50–64.
  • Pearson, S. 1996, “Building Brands Directly: Creating Business Value from Customer Relationships”. MacMillan Press Ltd.
  • Radomir, L., Nistor, C. V. 2012, “High-Educated Consumer Perceptions of Service Quality: An Assessment of the SSTQUAL Scale in the Romanian Banking Industry”. Procedia Economics and Finance, vol.3., no:12, pp. 858–864.
  • Ribbink, D., Riel, A. C. R. Van, Liljander, V., Streukens, S. 2004, “Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet. Managing Service Quality, vo.l14, no.6, pp. 446–456.
  • Sivadas, E., Baker-Prewitt, J. L. 2000. “An Examination of the Relationship between Service Quality, Customer Satisfaction, and Store loyalty”,International Journal of Retail & Distribution Management, vol,28, no:2, pp.73–82.
  • Sureshchandar, G. S., Rajendran, C., Anantharaman, R. N. 2003, “Customer Perceptions of Service Quality in the Banking Sector of Developing Economy: A Critical Analysis”, International Journal of Bank Marketing, Vol.21, no:5, pp. 233–242.
  • Wendy W.N. Wan, Chung‐Leung Luk, C. W. C. C. (2005). Customers ’ adoption of banking channels in Hong Kong. International Journal of Bank Marketing, 23(3), 255–272.
  • Wolfinbarger, M., Gilly, M. C. 2003. “eTailQ: Dimensionalizing, Measuring and Predicting Retail Quality”, Journal of Retailing, Vol.79, no:3, pp. 183–198.
  • Wu, K.W.,2011, “Customer Loyalty Explained by Electronic Recovery Service Quality: Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers”, Contemporary Management Research, Vol.7, no:1, pp. 21–43.
  • Yusuf, S., Lee, J., 2015, “Technology Adoption : A Conjoint Analysis of Consumers ATM Preference on Future Online Banking Services”, Information Systems, 53, pp. 1–15.
There are 24 citations in total.

Details

Journal Section Articles
Authors

Waleed Mango This is me

Busra Muceldili

Oya Erdil

Publication Date June 30, 2017
Published in Issue Year 2017

Cite

APA Mango, W., Muceldili, B., & Erdil, O. (2017). AN INVESTIGATION OF SELF-SERVICE TECHNOLOGY (SST) OF PARTICIPATION BANKING IN TURKEY. Journal of Economics Finance and Accounting, 4(2), 145-153. https://doi.org/10.17261/Pressacademia.2017.444

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