Abstract:
The objective of this study is to examine the effect of service quality to the relationship
between technology readiness and customer satisfaction towards self-service banking
in the Anuradhapura District. In present, self-service banking is the essential part of the
society. In order to retain and attract customers, the self-service banks have to fulfil
their want successfully. In that situation self-service technology act significant role in
the banking industry.
The study accompanies with Quantitative research approach. Primary data had been
practiced by this study. Structured questionnaire was used as the method of data
collection and questionnaire consist with two parts as personal information of the
respondent and research information. Questionnaire included 34 questions with five
Likert scale ranging from strongly disagree to strongly agree. 200 self-service
customers selected from selected self-service banks to data collection. Convenience
sampling technique is used as sampling method. It has been considered Anuradhapura
district as research area. Collected data were analyzed using SPSS 22.0 analysis. The
data were analyzed using descriptive statistics, correlation, and regression analysis.
The result indicated that the technology readiness, service quality and customer
satisfaction were high level in selected self-service banks. Also result indicated
significant positive relationship (technology readiness and customer satisfaction,
service quality and technology readiness, service quality and customer satisfaction).
The result indicated that partially mediation influence of service quality to relationship
technology readiness and customer satisfaction.
As a result of this study, the selected self-service banks must give their attention for
technology readiness and service quality to increase customer satisfaction.
