Perceptions of service quality and the impact on adoption of self-service technologies

All banks in order to remain competitive and provide the best services to their customers, they need to have the latest technology in place. Irrespective of their ownership status, almost all of them have given maximum importance to technological development and deployment. ATMs, plastic money, online collection and payment services, electronic fund transfer and clearing services, mobile ATMs, document management systems, smart cards, core banking solutions, branch networking and internet banking are all outcomes of their initiative of technological upgradation The Banks, world over, have been effectively deploying information and communication technology as a strategic resource to achieve speed, efficiency, cost reduction, customer service and competitive advantage. Technology enabled banking services offer value to customers providing them with anywhere, anytime and anyway banking. Though these technological changes have been pioneered by new private sector and foreign banks, now such a situation has reached where even the traditional banks in the public sector and old private banks are increasingly pursuing technology-enabled services. The present paper on Perceptions of Service Quality and the Impact on Adoption of Self-Service Technologies concerns of the expected use rather than actual use and customers expectations about new self-service technologies. To reach the purpose we conducted a pilot case study of Public sector banks customers to know their attitudes towards technology (speed, accuracy, ease of use, privacy) using ATMs, E-banking, Mobile banking etc and their perception towards self-service technologies. In this context we took the feedback of 800 respondents from the different banking sectors with the help of a questionnaire and the data analysis is done using both qualitative and quantitative methods, supported by the qualitative information and literature reviews. Finally in terms of important findings: noticeable change is seen in the customers perception towards public sector banks post use of self service technology and the public sector banks have responded immediately to the complaints received from its customers. It is also found that public sector banks keep their customers updated with the latest information and that public sector banks customers are loyal towards their banks