Self-service technologies (SSTS) and customer satisfaction in Banking industry

Sia, Chiew Lan. (2013) Self-service technologies (SSTS) and customer satisfaction in Banking industry. Masters thesis, Universiti Malaysia Sarawak, (UNIMAS).

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Abstract

This paper aims to investigate the relationships between factors affecting self-service technologies (SSTs) in banking institutions with the customer satisfaction and later the impact of customer satisfaction of the SSTs usage. The 250 respondents from Kuching area participated in this survey. This study more concern on customer's perspective to identify the factors and impacts of SSTs usage. This due to fact that there are many predictors that lead to SSTs usage and also SSTs usage will contribute to vary of results.

Item Type: Thesis (Masters)
Additional Information: Thesis (M.Sc.) -- Universiti Malaysia Sarawak, 2013.
Uncontrolled Keywords: Consumer satisfaction, Evaluation, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education, Postgraduate, research, Universiti Malaysia Sarawak
Subjects: H Social Sciences > HG Finance
T Technology > T Technology (General)
Divisions: Academic Faculties, Institutes and Centres > Faculty of Economics and Business
Depositing User: Saman
Date Deposited: 17 Nov 2016 06:31
Last Modified: 08 Jun 2020 14:21
URI: http://ir.unimas.my/id/eprint/14328

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