The technology based self service banking (TBSSB) refers to automated banking services that custo... more The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. Researchers have used numerous methods to evaluate automated banking service quality. In this paper, a methodology to quantify the overall effect of key TBSSB service quality attributes is discussed. The TBSSB service quality index is calculated by using fuzzy along with graph theory and matrix methods. Broad attributes affecting TBSSB service quality are identified. The fuzzy numbers are used to convert intangible attributes to crisp scores and then graph theoretic approach has been applied to calculate the single numerical index. This study may help bank management to take various decisions pertaining to TBSSB service quality using TBSSB index. It will also assist academicians in better understanding of TBSSB services.
Technology based self service banking (TBSSB) includes banking services that customers use indepe... more Technology based self service banking (TBSSB) includes banking services that customers use independently without any interaction with the bank employees. Though banks have successfully launched TBSSB services (i.e. ATM Banking, Internet Banking, Tele Banking, Mobile Banking etc.), but their adoption among mature customers is still very low in India. In this study people above 50 years of age are considered mature. The purpose of this paper is to find the factors that affect the adoption or intention to adopt TBSSB by mature customers in India. For this purpose, various attributes affecting the adoption of TBSSB by mature customers have been explored. A survey has been used to collect primary data and 152 usable questionnaires were used for the purpose of analysis. Factor analysis procedure was employed to identify the underlying structure among the various explored attributes. This study will help bank managers in gaining insight of the critical attributes and factors affecting adoption of TBSSB, which in-turn will facilitate banks to redesign TBSSB services for mature customer as well as designing promotional activities to convince more and more mature customers to adopt TBSSB.
In order to remain competitive, Banks are increasing using e-banking mode for providing services.... more In order to remain competitive, Banks are increasing using e-banking mode for providing services. The quality of service has been widely used to assess the performance of various banks. Various models of e-banking service quality have been proposed from time to time by various researchers. The aim of this paper is to review some of the important studies on e-banking service quality conducted in various countries across the world. The paper discusses problem with generic e-banking service quality scales. On the basis of review, various studies on e-banking service quality have been classified into four categories. The paper suggests the need for further research to develop a generally accepted scale and model of e-banking service quality.
The service quality has been widely used to assess the performance of various service organizatio... more The service quality has been widely used to assess the performance of various service organizations including banks .The widespread use of Internet in the service sector posed various challenges to service quality researchers. Various models of online service quality have been proposed time to time by various researchers. Internet banking is one of the growing services that need to provide better service by improving online service quality for higher customer satisfaction and retention. This paper reviews some of the important studies conducted in various countries across the world for finding the dimensions of online banking service quality. On the basis of review, it has been found that there is no consensus among researchers on dimensions of online banking service quality. The paper suggests the need for further research to develop a generally accepted scale based on standard dimensions for measuring online banking service quality.
Banks are increasing relying on SSTs (Self Service Technologies) for providing services. ATM (Aut... more Banks are increasing relying on SSTs (Self Service Technologies) for providing services. ATM (Automated Teller Machine) banking is one of the means to provide Self Service banking. This paper analyzes some of the important studies conducted in various countries across the world for finding the dimensions of ATM banking service quality. On the basis of review, it has been found that there is no consensus among researchers on dimensions of ATM banking service quality. The paper suggests the need for further research to develop a generally accepted scale based on standard dimensions for measuring ATM banking service quality.
The technology based self service banking (TBSSB) refers to banking services availed by customers... more The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalisation is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focussed upon for increasing customer loyalty.
This paper identifies the dimensions (key factors) of technology based self service banking (TBSS... more This paper identifies the dimensions (key factors) of technology based self service banking (TBSSB) service quality, proposes a TBSSBsqual scale to measure TBSSB service quality and presents a conceptual model of the same. TBSSB cover services that customers use independently for banking without any interaction with bank employees. A structured questionnaire was prepared by identifying and adapting attributes through a comprehensive literature review of automated service quality for collecting data from sample of bank customers in India. The collected data from sample was divided into two sub-samples of equal size. The TBSSB service quality dimensions are identified by conducting an exploratory factor analysis (EFA) on the half of the data collected using SPSS 16.0 software. EFA identified four broad service quality dimensions of TBSSB as- Convenience, Reliability and Security, Responsiveness and Personalization. Four factor structure of TBSSB service quality got confirmed by applying confirmatory factor analysis (CFA) on the remaining half of the data collected using AMOS 20.0 software. The proposed four factor model has also been empirically tested for uni-dimensionality, reliability, and validity. This study may help banks' management to investigate the customers' quality perceptions about TBSSB services using TBSSBsqual scale, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction. The study also makes contributions in the world of academics, as it results in the development of a conceptual model for understanding the service quality of the TBSSB services.
The technology based self service banking (TBSSB) refers to automated banking services that custo... more The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two sub-samples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for uni-dimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks' management to investigate the customers' quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction. KEYWORDS Exploratory factor analysis (EFA), confirmatory factor analysis (CFA), Technology based self service banking (TBSSB), structural equation modeling (SEM), India
The technology based self service banking (TBSSB) refers to automated banking services that custo... more The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. Researchers have used numerous methods to evaluate automated banking service quality. In this paper, a methodology to quantify the overall effect of key TBSSB service quality attributes is discussed. The TBSSB service quality index is calculated by using fuzzy along with graph theory and matrix methods. Broad attributes affecting TBSSB service quality are identified. The fuzzy numbers are used to convert intangible attributes to crisp scores and then graph theoretic approach has been applied to calculate the single numerical index. This study may help bank management to take various decisions pertaining to TBSSB service quality using TBSSB index. It will also assist academicians in better understanding of TBSSB services.
Technology based self service banking (TBSSB) includes banking services that customers use indepe... more Technology based self service banking (TBSSB) includes banking services that customers use independently without any interaction with the bank employees. Though banks have successfully launched TBSSB services (i.e. ATM Banking, Internet Banking, Tele Banking, Mobile Banking etc.), but their adoption among mature customers is still very low in India. In this study people above 50 years of age are considered mature. The purpose of this paper is to find the factors that affect the adoption or intention to adopt TBSSB by mature customers in India. For this purpose, various attributes affecting the adoption of TBSSB by mature customers have been explored. A survey has been used to collect primary data and 152 usable questionnaires were used for the purpose of analysis. Factor analysis procedure was employed to identify the underlying structure among the various explored attributes. This study will help bank managers in gaining insight of the critical attributes and factors affecting adoption of TBSSB, which in-turn will facilitate banks to redesign TBSSB services for mature customer as well as designing promotional activities to convince more and more mature customers to adopt TBSSB.
In order to remain competitive, Banks are increasing using e-banking mode for providing services.... more In order to remain competitive, Banks are increasing using e-banking mode for providing services. The quality of service has been widely used to assess the performance of various banks. Various models of e-banking service quality have been proposed from time to time by various researchers. The aim of this paper is to review some of the important studies on e-banking service quality conducted in various countries across the world. The paper discusses problem with generic e-banking service quality scales. On the basis of review, various studies on e-banking service quality have been classified into four categories. The paper suggests the need for further research to develop a generally accepted scale and model of e-banking service quality.
The service quality has been widely used to assess the performance of various service organizatio... more The service quality has been widely used to assess the performance of various service organizations including banks .The widespread use of Internet in the service sector posed various challenges to service quality researchers. Various models of online service quality have been proposed time to time by various researchers. Internet banking is one of the growing services that need to provide better service by improving online service quality for higher customer satisfaction and retention. This paper reviews some of the important studies conducted in various countries across the world for finding the dimensions of online banking service quality. On the basis of review, it has been found that there is no consensus among researchers on dimensions of online banking service quality. The paper suggests the need for further research to develop a generally accepted scale based on standard dimensions for measuring online banking service quality.
Banks are increasing relying on SSTs (Self Service Technologies) for providing services. ATM (Aut... more Banks are increasing relying on SSTs (Self Service Technologies) for providing services. ATM (Automated Teller Machine) banking is one of the means to provide Self Service banking. This paper analyzes some of the important studies conducted in various countries across the world for finding the dimensions of ATM banking service quality. On the basis of review, it has been found that there is no consensus among researchers on dimensions of ATM banking service quality. The paper suggests the need for further research to develop a generally accepted scale based on standard dimensions for measuring ATM banking service quality.
The technology based self service banking (TBSSB) refers to banking services availed by customers... more The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalisation is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focussed upon for increasing customer loyalty.
This paper identifies the dimensions (key factors) of technology based self service banking (TBSS... more This paper identifies the dimensions (key factors) of technology based self service banking (TBSSB) service quality, proposes a TBSSBsqual scale to measure TBSSB service quality and presents a conceptual model of the same. TBSSB cover services that customers use independently for banking without any interaction with bank employees. A structured questionnaire was prepared by identifying and adapting attributes through a comprehensive literature review of automated service quality for collecting data from sample of bank customers in India. The collected data from sample was divided into two sub-samples of equal size. The TBSSB service quality dimensions are identified by conducting an exploratory factor analysis (EFA) on the half of the data collected using SPSS 16.0 software. EFA identified four broad service quality dimensions of TBSSB as- Convenience, Reliability and Security, Responsiveness and Personalization. Four factor structure of TBSSB service quality got confirmed by applying confirmatory factor analysis (CFA) on the remaining half of the data collected using AMOS 20.0 software. The proposed four factor model has also been empirically tested for uni-dimensionality, reliability, and validity. This study may help banks' management to investigate the customers' quality perceptions about TBSSB services using TBSSBsqual scale, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction. The study also makes contributions in the world of academics, as it results in the development of a conceptual model for understanding the service quality of the TBSSB services.
The technology based self service banking (TBSSB) refers to automated banking services that custo... more The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two sub-samples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for uni-dimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks' management to investigate the customers' quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction. KEYWORDS Exploratory factor analysis (EFA), confirmatory factor analysis (CFA), Technology based self service banking (TBSSB), structural equation modeling (SEM), India
Uploads
Papers by Rajiv Sindwani
proposes a TBSSBsqual scale to measure TBSSB service quality and presents a conceptual model of the same. TBSSB cover
services that customers use independently for banking without any interaction with bank employees. A structured questionnaire
was prepared by identifying and adapting attributes through a comprehensive literature review of automated service quality for
collecting data from sample of bank customers in India. The collected data from sample was divided into two sub-samples of equal
size. The TBSSB service quality dimensions are identified by conducting an exploratory factor analysis (EFA) on the half of the data
collected using SPSS 16.0 software. EFA identified four broad service quality dimensions of TBSSB as- Convenience, Reliability
and Security, Responsiveness and Personalization. Four factor structure of TBSSB service quality got confirmed by applying
confirmatory factor analysis (CFA) on the remaining half of the data collected using AMOS 20.0 software. The proposed four factor
model has also been empirically tested for uni-dimensionality, reliability, and validity. This study may help banks' management to
investigate the customers' quality perceptions about TBSSB services using TBSSBsqual scale, thereby helping banks to formulate
strategies to improve the quality of service and customer satisfaction. The study also makes contributions in the world of
academics, as it results in the development of a conceptual model for understanding the service quality of the TBSSB services.
proposes a TBSSBsqual scale to measure TBSSB service quality and presents a conceptual model of the same. TBSSB cover
services that customers use independently for banking without any interaction with bank employees. A structured questionnaire
was prepared by identifying and adapting attributes through a comprehensive literature review of automated service quality for
collecting data from sample of bank customers in India. The collected data from sample was divided into two sub-samples of equal
size. The TBSSB service quality dimensions are identified by conducting an exploratory factor analysis (EFA) on the half of the data
collected using SPSS 16.0 software. EFA identified four broad service quality dimensions of TBSSB as- Convenience, Reliability
and Security, Responsiveness and Personalization. Four factor structure of TBSSB service quality got confirmed by applying
confirmatory factor analysis (CFA) on the remaining half of the data collected using AMOS 20.0 software. The proposed four factor
model has also been empirically tested for uni-dimensionality, reliability, and validity. This study may help banks' management to
investigate the customers' quality perceptions about TBSSB services using TBSSBsqual scale, thereby helping banks to formulate
strategies to improve the quality of service and customer satisfaction. The study also makes contributions in the world of
academics, as it results in the development of a conceptual model for understanding the service quality of the TBSSB services.