A Comparative Analysis of Customer Satisfaction on Self Service Technology Channels between State and Private Banks

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.