Abstract:
The last two decades in the banking industry has seen many developments to face the
competition among its competitors. Technology is one field that banking industry focuses on
for this competition. Nowadays self-service technology (SST) channels are the popular
technologies used by banks. The customers’ satisfaction is also very important to face the
challenges for the banks to cope up with other banks. Hence this research focuses on the
satisfaction level of customers towards self-service technology channels provided by public
and private sector banks in Gampaha district of Sri Lanka. The objectives of this study were,
to find out the level of customer satisfaction on attributes of SST channels between state and
private banks and identify the level of overall customer satisfaction towards their SST
channels. The primary data were collected from questionnaires and the sample of 100
customers has been selected using simple random sampling method from two private and
two public banks. Findings of the study revealed that overall customer satisfaction on SST
channels in both banks were high level. Furthermore, the private banks provided more
satisfaction to their SST channels users than the state banks.
