Abstract:
The purpose of this study was to investigate the impact of service
quality of self-banking service units on customer satisfaction in
Public banks in Kandy district. This is a basic, quantitative, cross
sectional study. Service quality of SBSU is the independent variable
and customer satisfaction is the dependent variable. A
questionnaire was used to collect the data. The sample of 120 selfservice banking units’ users was selected using convenience
sampling. The collected data was analyzed using descriptive and
inferential analysis. The results revealed that responsiveness, ease
of use, and security and privacy of SSBUs were positively and
significantly correlated with customer satisfaction. Introducing
SSBUs in Public banks facilitate to improve the effectiveness and
efficiency of Public sector banking operations and it can be used as
a major competing strategy against the private banks. The study
enables to understand the attitudes of the customers on service
quality of the Self- Service Banking Units and managers to make
important decisions on the findings of this research. Continuous
maintenance and effective communication, develop technologies,
enhancing the technical functionalities of the systems, establishing
more machines different locations help to improve SSBUs service
quality.
