Logo Lanfrica
  • Home
  • Atlas
  • Insights
  • Docs
  • Sign in

© 2026 Lanfrica. All rights reserved. All copyrights of the resources shown on the Lanfrica website belong to the original copyright holders, unless explicitly stated otherwise.

The Effect of Self-Service Technologies on Customer Experiences in Banking

Domain:

socioeconomic

Record type:

paper
Creator:
JohMatPas
Publisher:
IGI
Host:
The surge in self-service technologies (SSTs) adoption in the banking industries across the globe has changed customers' banking experiences. Customers have developed a passion for SSTs which has affects their intentions to save with a bank. The positive effects of employing SSTs in the banking industries are evident in literature however, little is known on how SSTs affect customer experiences in the banking industries of developing countries like Ghana. The study involved a sample of 384 banking customers in Ghana. The study confirms the positive effects of SSTs adoption on customer experiences. The study establishes that customers' adoption of SSTs is influenced by their perception of SSTs usefulness and ease of use which increases their satisfaction level. The study finds out that when SSTs are deployed individually, they have no effect on customer experiences in the banking sector. However, when the individual SSTs are combined in usage, they collectively produce a positive effect on customer banking experience.

Visit

doi.org

Licenses

http://creativecommons.org/licenses/by/3.0/deed.en_UShttp://creativecommons.org/licenses/by/3.0/deed.en_UShttp://creativecommons.org/licenses/by/3.0/deed.en_US

Similar

The Effect Of Banking Service Quality On Improving Customer Satisfaction In Banking:, Case Study Of The Algerian Banking CustomerExamining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovationthe effect of banking service quality on customer satisfaction in case of selected commercial bank of Ethiopia in Dire Dawa districtThe effect of service quality on customer satisfaction in railway transport service in Ethio-DjiboutiCustomer service expectations in retail banking in AfricaCustomer Satisfaction towards the Quality of Offered E-Banking Services Features: Quantitative Study on Mobile Banking Service in Egypt

The Effect Of Banking Service Quality On Improving Customer Satisfaction In Banking:, Case Study Of The Algerian Banking Customer

Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation

Abstract In this ever-growing competitive banking industry, understanding the effect of electronic

the effect of banking service quality on customer satisfaction in case of selected commercial bank of Ethiopia in Dire Dawa district

The purpose of this study was to evaluate how banking service quality affects customer satisfaction

The effect of service quality on customer satisfaction in railway transport service in Ethio-Djibouti

Service quality (SQ) plays an important role as a driver of customer satisfaction (CS). This paper a

Customer service expectations in retail banking in Africa

There has been very little research on customer service in the African continent. This paper determi

Customer Satisfaction towards the Quality of Offered E-Banking Services Features: Quantitative Study on Mobile Banking Service in Egypt

this quantitative research explores customer satisfaction with the quality of the mobile banking ser