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首页> 外文期刊>International Journal of Islamic and Middle Eastern Finance and Management >Investigating the effect of perceived quality of self-service banking on customer satisfaction
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Investigating the effect of perceived quality of self-service banking on customer satisfaction

机译：调查自助银行对客户满意度的认可质量的影响

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摘要

Purpose - This study aims to measure the effect of customers' technology readiness and the quality of electronic services on customer satisfaction. Design/methodology/approach - The statistical sample included 410 respondents from 24 branches of a private bank. The sampling method was questionnaire. Because of the structural and organizational similarity of private banks and the elimination of nuisance variables, a bank with the most branches and customers has been selected. To test the model, equation modeling was performed to test the hypotheses. Data were collected through a self-developed structured questionnaire, which served as the measurement tool as well. Findings - The results of the study showed that technology readiness has a significant and positive effect on customer satisfaction through the quality of self-service. Moreover, the intermediate role of perceived value in this regard was confirmed; however, the role of trust was not confirmed. Originality/value - Previous studies have considered technology readiness as an effective factor in the quality of self-service and customer satisfaction. In this study, apart from quality of service in self-service banking and customer satisfaction, two variables of trust and perceived value have been investigated. An attempt has also been made to address some questions, including "what the effect of customer technology readiness on perceived value of self-services as well as customer satisfaction is?" and "how it is possible to improve self-service quality in modern banking based on customer expectations?" or "what effects variables such as trust and perceived value have on customer satisfaction?" Having a glance at the studies done before, it can be understood that so far, there has been no study done using a mixture of these variables, yet societies' demands for self-service operations grow day by day. It is, therefore, mandatory to study the prerequisites associated with any actions before one is taken. The paper contributes in the following way: trust and perceived value are added to the the study because of their role in customer satisfaction. In addition, for the first time, variables have been studied, which had never been under focus in any studies in developing countries before.
机译：目的 - 本研究旨在衡量客户技术准备的影响和客户满意度的电子服务质量。设计/方法/方法 - 统计样本包括来自私人银行的24个分支机构的410名受访者。取样方法是问卷。由于私人银行的结构和组织相似性和消除滋扰变量，因此已选择一个具有大多数分支机构和客户的银行。为了测试模型，执行公式建模以测试假设。通过自我开发的结构化问卷收集数据，该问卷也用作测量工具。调查结果 - 研究结果表明，技术准备对客户满意度通过自助服务的质量具有显着和积极的影响。此外，确认了在这方面的感知价值的中间作用;但是，没有证实信任的作用。原创性/价值 - 以前的研究认为技术准备是自助服务质量和客户满意度的有效因素。在本研究中，除了自助银行和客户满意度的服务质量外，还研究了两种信任和感知价值的变量。也已经尝试解决一些问题，包括“客户技术准备对自我服务的感知和客户满意度的影响是什么？” “如何根据客户的期望提高现代银行业的自助服务质量？”或者“诸如信任和感知价值等效果变量对客户满意度有何影响？”概览之前完成的研究，可以理解，到目前为止，还没有使用这些变量的混合物进行研究，但社团对自助业务的需求日益增长。因此，必须研究与采取任何行动相关的先决条件。本文以下列方式贡献：由于其在客户满意度方面的作用，信任和感知价值被添加到该研究中。此外，已经研究了变量，从未在发展中国家之前的任何研究中焦点。

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