Parikalpana: KIIT Journal of Management

Open Access Open Access  Restricted Access Subscription Access

Technological Fitness for Usage of Self-Service Technologies in Commercial Banks - A Study of District Amritsar


Affiliations
1 Assistant Professor, Mittal School for Business, Lovely Professional University, Phagwara, Dist. Kapurthala, Punjab - 144411, India
2 Associate Professor, Mittal School for Business, Lovely Professional University, Phagwara, Dist. Kapurthala, Punjab - 144411, India
 

The sustainability of automated banking is based on individual technology readiness to adopt technology products. Service delivery platforms are customized according to the end users capabilities. This study analyzes consumer’s readiness level for e-lobby banking model to operate self service terminals. Primary data was collected using purposive sampling through e-lobby intercept method from service locations across Amritsar. Cluster analysis has been used to map consumer groups based on technology readiness. This study contributes for the development of future sustainable models of banking with lesser human intervention, operational cost, and risk empowering customers for decision making. The research study has certain limitation. First one is the research study have restricted to commercial banks catering customers using self service terminals only in district Amritsar, Punjab only due to the technical nature of study, secondly the research study has mainly used data from respondents of public sector banks like SBI, PNB, OBC and third is, the sample size taken for research study is two hundred low as compared to the population of Amritsar.

Keywords

Self Service Technologies, E-Lobby, Technology Readiness, Sustainability.
User
Notifications
Font Size

  • Al‐Hawari, M., Ward, T., & Newby, L. (2009). The relationship between service quality and retention within the automated and traditional contexts of retail banking. Journal of service management.

  • Augustyn, M., & Ho, S. K. (1998). Service quality and tourism. Journal of travel research, 37(1), 71-75.

  • Bateson, J. E. G., & Hoffman, K. D. (1999). Managing Services Marketing, 4th Edt. Fort Worth–Philadelphia–San Diego ua.

  • Bessadok, A. (2000). Classification of Student’s Belief based on their Technology Readiness for an E-learning System.

  • Dabholkar, P. A., & Bagozzi, R. P. (2002). An attitudinal model of technologybased self-service: moderating effects of consumer traits and situational factors. Journal of the academy of marketing science, 30(3), 184-201.

  • Dahlan, N., Ramayah, T., & Mei, L. L. (2002, December). Readiness to adopt data mining technologies: an exploratory study of telecommunication employees in Malaysia. In International Conference on Practical Aspects of Knowledge Management (pp. 75-86). Springer, Berlin, Heidelberg.

  • Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS quarterly, 51-90.

  • Hasenfeld, Y., & English, R. A. (1974). Human service organizations: A book of readings. Univ of Michigan Pr.

  • Sahi, G. K., & Gupta, S. (2013). Predicting customers’ behavioral intentions toward ATM services. Journal of Indian Business Research.

  • Lassar, W. M., Manolis, C., & Winsor, R. D. (2000). Service quality perspectives and satisfaction in private banking. Journal of services marketing.

  • Lin, C. H., Shih, H. Y., Sher, P. J., & Wang, Y. L. (2005). Consumer adoption of e-service: Integrating technology readiness with the technology acceptance model. In A Unifying Discipline for Melting the Boundaries Technology Management: (pp. 483488). IEEE.

  • Lin, J. S. C., & Hsieh, P. L. (2012). Refinement of the technology readiness index scale: A replication and cross‐validation in the selfservice technology context. Journal of Service Management.

  • Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56(11), 899-906.

  • 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(3), 50-64.

  • Mohanty, A. (2019). A Bibliometric Review of Technology Readiness: Setting a Research Agenda. In A. Vashisht (Ed.), International Conference on Challenges and Opportunities in Social Sciences, Humanities and Business Management. Gwalior: Utkarshm Publishing. 1, 372 - 380.

  • Ono, H., & Zavodny, M. (2002). Is there a gender gap in internet usage? (No.495). SSE/EFI Working Paper Series in Economics and Finance.

  • Parasuraman, A. (2000). Technology Readiness Index (TRI) a multipleitem scale to measure readiness to embrace new technologies. Journal of service research, 2(4), 307-320.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.

  • Ramayah, T., Jantan, M., Roslin, R. M., & Siron, R. (2003). Technology readiness of owners/managers of SME’s. Int J Knowl Culture Change Manage, 3, 475-486.

  • Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal.

  • Rogers, E. M. (1995). Diffusion of Innovations: modifications of a model for telecommunications. In Die diffusion von innovationen in der telekommunikation (pp. 25-38). Springer, Berlin, Heidelberg.

  • Rust, and Kannan, (2002). E-service: New directions in theory and practice. ME Sharpe.

  • Sahay, Seth, N., Deshmukh, S. G., & Vrat, P. (2006). A conceptual model for quality of service in the supply chain. International Journal of Physical Distribution & Logistics Management.

  • Taylor, S. A., Celuch, K., & Goodwin, S. (2002). Technology readiness in the e-insurance industry: an exploratory investigation and development of an agent technology e-consumption model. Journal of Insurance Issues, 142-165.

  • Teo, T. S., & Pok, S. H. (2003). Adoption of WAP-enabled mobile phones among Internet users. Omega, 31(6), 483-498.

  • Tsikriktsis, N. (2004). A technology readiness-based taxonomy of customers: A replication and extension. Journal of service research, 7(1), 42-52.

  • Williams, C. (1998). Is the SERVQUAL model an appropriate management tool for measuring service delivery quality in the UK leisure industry?. Managing leisure, 3(2), 98-110.

  • Yang, Z., & Peterson, R. T. (2004).Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & marketing, 21(10), 799-822.

  • Yen, H. R. (2005). An attribute-based model of quality satisfaction for internet self-service technology. The Service Industries Journal, 25(5), 641-659.

  • Yi, Y., Tung, L. L., & Wu, Z. (2003). Incorporating technology readiness (TR) into TAM: are individual traits important to understand technology acceptance?.

  • Yui, B. H., Jim, W. T., Chen, M., Hsu, J. M., Liu, C. Y., & Lee, T. T. (2012). Evaluation of computerized physician order entry system—a satisfaction survey in Taiwan. Journal of medical systems, 36(6), 3817-3824.


Abstract Views: 384

PDF Views: 1




  • Technological Fitness for Usage of Self-Service Technologies in Commercial Banks - A Study of District Amritsar

Abstract Views: 384  |  PDF Views: 1

Authors

Anup Mohanty
Assistant Professor, Mittal School for Business, Lovely Professional University, Phagwara, Dist. Kapurthala, Punjab - 144411, India
Rupesh Roshan Singh
Associate Professor, Mittal School for Business, Lovely Professional University, Phagwara, Dist. Kapurthala, Punjab - 144411, India

Abstract


The sustainability of automated banking is based on individual technology readiness to adopt technology products. Service delivery platforms are customized according to the end users capabilities. This study analyzes consumer’s readiness level for e-lobby banking model to operate self service terminals. Primary data was collected using purposive sampling through e-lobby intercept method from service locations across Amritsar. Cluster analysis has been used to map consumer groups based on technology readiness. This study contributes for the development of future sustainable models of banking with lesser human intervention, operational cost, and risk empowering customers for decision making. The research study has certain limitation. First one is the research study have restricted to commercial banks catering customers using self service terminals only in district Amritsar, Punjab only due to the technical nature of study, secondly the research study has mainly used data from respondents of public sector banks like SBI, PNB, OBC and third is, the sample size taken for research study is two hundred low as compared to the population of Amritsar.

Keywords


Self Service Technologies, E-Lobby, Technology Readiness, Sustainability.

References





DOI: https://doi.org/10.23862/kiit-parikalpana%2F2021%2Fv17%2Fi2%2F210542