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

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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