IMPACT OF SERVICE QUALITY OF THE SELF- SERVICE BANKING UNITS ON CUSTOMER SATISFACTION OF PUBLIC BANKS IN KANDY DISTRICT

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.