Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector
Self-service technology, SST, enables the customer to interact with a service without contact with an employee. This technology has several benefits for both customers and businesses and is a powerful tool to achieve long term success. So the quality of an SST becomes crucial for businesses in order...
| Autor principal: | |
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| Formato: | H2 |
| Lenguaje: | Inglés sueco |
| Publicado: |
SLU/Dept. of Forest Economics
2019
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| Materias: |
| _version_ | 1855572536184537088 |
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| author | Winter, Simon |
| author_browse | Winter, Simon |
| author_facet | Winter, Simon |
| author_sort | Winter, Simon |
| collection | Epsilon Archive for Student Projects |
| description | Self-service technology, SST, enables the customer to interact with a service without contact with an employee. This technology has several benefits for both customers and businesses and is a powerful tool to achieve long term success. So the quality of an SST becomes crucial for businesses in order to achieve long term success. Therefore, it becomes essential to measure the quality of an SST.
The Self-service quality scale (SSTQUAL scale) purpose is to measure SST quality in several industries. The developer of this instrument, Lin and Hsieh (2011) encouraged others to do further research on the SSTQUAL scale since it is a continuous process and may change over time. Previous studies have shown that the SSTQUAL scale within the Romanian baking sector is revised. Therefore, the focus of this study will be to evaluate how service quality and the SSTQUAL scale fits in the Swedish banking sector. The study aims to identify how forest and agricultural customers in the Swedish banking sector perceive SST quality. The work is structured based on a specific case in a Swedish bank to capture how the customer perceives SST quality in these settings, and thus, the aim fulfills.
The result from this study reveals that the respondents perceive five dimensions, design, functionality, security, customization, and convenience as crucial for the quality of an SST in the Swedish banking sector. The conclusions are that the customers perceive design, functionality, and convenience as the most crucial dimensions for SST quality. Further research is needed for a generalization of the result and to determine if the SSTQUAL scale is an instrument suitable for measuring SST quality in the Swedish banking sector. |
| format | H2 |
| id | RepoSLU15177 |
| institution | Swedish University of Agricultural Sciences |
| language | Inglés swe |
| publishDate | 2019 |
| publishDateSort | 2019 |
| publisher | SLU/Dept. of Forest Economics |
| publisherStr | SLU/Dept. of Forest Economics |
| record_format | eprints |
| spelling | RepoSLU151772019-11-01T02:00:33Z Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector Kundernas uppfattning om självbetjäningskvalitet Winter, Simon attributes dimensions forest and agricultural customers self-service technology SST SSTQUAL-scale attribut dimensioner självbetjäningsteknik skogs- och lantrbrukskunder SSTQUAL-skala Self-service technology, SST, enables the customer to interact with a service without contact with an employee. This technology has several benefits for both customers and businesses and is a powerful tool to achieve long term success. So the quality of an SST becomes crucial for businesses in order to achieve long term success. Therefore, it becomes essential to measure the quality of an SST. The Self-service quality scale (SSTQUAL scale) purpose is to measure SST quality in several industries. The developer of this instrument, Lin and Hsieh (2011) encouraged others to do further research on the SSTQUAL scale since it is a continuous process and may change over time. Previous studies have shown that the SSTQUAL scale within the Romanian baking sector is revised. Therefore, the focus of this study will be to evaluate how service quality and the SSTQUAL scale fits in the Swedish banking sector. The study aims to identify how forest and agricultural customers in the Swedish banking sector perceive SST quality. The work is structured based on a specific case in a Swedish bank to capture how the customer perceives SST quality in these settings, and thus, the aim fulfills. The result from this study reveals that the respondents perceive five dimensions, design, functionality, security, customization, and convenience as crucial for the quality of an SST in the Swedish banking sector. The conclusions are that the customers perceive design, functionality, and convenience as the most crucial dimensions for SST quality. Further research is needed for a generalization of the result and to determine if the SSTQUAL scale is an instrument suitable for measuring SST quality in the Swedish banking sector. Självbetjäningstjänster, SST, gör det möjligt för kunden att interagera med en tjänst utan kontakt med en anställd. Denna teknik har flera fördelar för både kunder och företag och är ett kraftfullt verktyg för att uppnå långsiktig framgång. Kvaliten på en SST är avgörande för att uppnå en långsiktig framgång för företaget. Därför blir det viktigt att mäta kvaliten på en SST. Självbetjäningsteknik kvalitet skalan (SSTQUAL skalan) mäter SST-kvalitet i flera branscher. Utvecklarna av detta instrument, Lin och Hsieh uppmuntrade andra att göra ytterligare forskning på SSTQUAL skalan eftersom det är en kontinuerlig process som kan förändras över tid. Tidigare studier har visat att SSTQUAL skalan inom den Rumänska banksektorn har reviderats. Därför fokuserar denna studie att utvärdera hur servicekvalitet och SSTQUAL skalan passar i den Svenska banksektorn. Studien syftar till att identifiera hur skogs och lantbrukskunder i den Svenska banksektorn uppfattar SST-kvalitet. Arbetets struktur är baserat på ett specifikt fall i en svensk bank för att fånga hur kunden uppfattar SST-kvalitet inom dessa ramar och därmed uppnå målet med studien. Resultatet från denna studie visar att respondenterna uppfattar fem dimensioner, design, funktionalitet, säkerhet, anpassning och tillgänglighet som avgörande för kvaliten på en SST i den svenska banksektorn. Slutsatserna är att kunderna uppfattar design, funktionalitet och tillgänglighet som de mest avgörande dimensionerna för SST-kvalitet. Vidare forskning behövs för en generalisering av resultatet och för att avgöra om SSTQUAL skalan är ett instrument som passar för att mäta SST-kvalitet i den Svenska banksektorn. SLU/Dept. of Forest Economics 2019 H2 eng swe https://stud.epsilon.slu.se/15177/ |
| spellingShingle | attributes dimensions forest and agricultural customers self-service technology SST SSTQUAL-scale attribut dimensioner självbetjäningsteknik skogs- och lantrbrukskunder SSTQUAL-skala Winter, Simon Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector |
| title | Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector |
| title_full | Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector |
| title_fullStr | Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector |
| title_full_unstemmed | Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector |
| title_short | Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector |
| title_sort | customers’ perceptions of self-service quality : a qualitative case study in the swedish banking sector |
| topic | attributes dimensions forest and agricultural customers self-service technology SST SSTQUAL-scale attribut dimensioner självbetjäningsteknik skogs- och lantrbrukskunder SSTQUAL-skala |