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

Year 2017, , 145 - 153, 30.06.2017

Waleed Mango Busra Muceldili , Oya Erdil

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.

Keywords

Self-service technology, XTM, customer satisfaction, self service technology quality, banking

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