{"id":"https://openalex.org/W2336464046","doi":"https://doi.org/10.1016/s2212-5671(16)30086-7","title":"Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services","display_name":"Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services","publication_year":2016,"publication_date":"2016-01-01","ids":{"openalex":"https://openalex.org/W2336464046","doi":"https://doi.org/10.1016/s2212-5671(16)30086-7","mag":"2336464046"},"language":"en","primary_location":{"id":"doi:10.1016/s2212-5671(16)30086-7","doi":"https://doi.org/10.1016/s2212-5671(16)30086-7","is_oa":true,"landing_page_url":"https://doi.org/10.1016/s2212-5671(16)30086-7","pdf_url":"https://www.sciencedirect.com/science/article/pii/S2212567116300867/pdf","source":{"id":"https://openalex.org/S2764481192","display_name":"Procedia Economics and Finance","issn_l":"2212-5671","issn":["2212-5671"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia Economics and Finance","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.sciencedirect.com/science/article/pii/S2212567116300867/pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5042015740","display_name":"Hadijah Iberahim","orcid":"https://orcid.org/0000-0002-1351-0443","observed_orcids":["https://orcid.org/0000-0002-1351-0443"]},"institutions":[{"id":"https://openalex.org/I4210138650","display_name":"Universiti Teknologi MARA System","ror":"https://ror.org/030847t23","country_code":"MY","type":"education","lineage":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]},{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":true,"raw_author_name":"H. Iberahim","raw_affiliation_strings":["Faculty of Business & Management, Universiti Teknologi MARA, 40450, Shah Alam, Selangor, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business & Management, Universiti Teknologi MARA, 40450, Shah Alam, Selangor, Malaysia","institution_ids":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":null,"display_name":"N.K. Mohd Taufik","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210138650","display_name":"Universiti Teknologi MARA System","ror":"https://ror.org/030847t23","country_code":"MY","type":"education","lineage":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]},{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"N.K. Mohd Taufik","raw_affiliation_strings":["Arshad Ayub Graduate Business School, Universiti Teknologi MARA, 40450, Shah Alam, Selangor, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Arshad Ayub Graduate Business School, Universiti Teknologi MARA, 40450, Shah Alam, Selangor, Malaysia","institution_ids":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5081467321","display_name":"A.S. Mohd Adzmir","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210138650","display_name":"Universiti Teknologi MARA System","ror":"https://ror.org/030847t23","country_code":"MY","type":"education","lineage":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]},{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"A.S. Mohd Adzmir","raw_affiliation_strings":["Arshad Ayub Graduate Business School, Universiti Teknologi MARA, 40450, Shah Alam, Selangor, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Arshad Ayub Graduate Business School, Universiti Teknologi MARA, 40450, Shah Alam, Selangor, Malaysia","institution_ids":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5000755528","display_name":"H. Saharuddin","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210138650","display_name":"Universiti Teknologi MARA System","ror":"https://ror.org/030847t23","country_code":"MY","type":"education","lineage":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]},{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"H. Saharuddin","raw_affiliation_strings":["Arshad Ayub Graduate Business School, Universiti Teknologi MARA, 40450, Shah Alam, Selangor, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Arshad Ayub Graduate Business School, Universiti Teknologi MARA, 40450, Shah Alam, Selangor, Malaysia","institution_ids":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5042015740"],"corresponding_institution_ids":["https://openalex.org/I4210138650","https://openalex.org/I82724352"],"apc_list":null,"apc_paid":null,"fwci":14.9036,"has_fulltext":true,"cited_by_count":120,"citation_normalized_percentile":{"value":0.98585335,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":100},"biblio":{"volume":"37","issue":null,"first_page":"13","last_page":"20"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9940999746322632,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9940999746322632,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.002199999988079071,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.002099999925121665,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8019999861717224},{"id":"https://openalex.org/keywords/self-service-technology","display_name":"self-service technology","score":0.7789999842643738},{"id":"https://openalex.org/keywords/retail-banking","display_name":"retail banking","score":0.7760000228881836},{"id":"https://openalex.org/keywords/automated-teller-machines","display_name":"automated teller machines","score":0.9750000238418579},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7210000157356262},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.8949999809265137},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.996999979019165},{"id":"https://openalex.org/keywords/consistency","display_name":"consistency","score":0.6779999732971191},{"id":"https://openalex.org/keywords/dependability","display_name":"dependability","score":0.996999979019165},{"id":"https://openalex.org/keywords/timeliness","display_name":"timeliness","score":0.9409999847412109},{"id":"https://openalex.org/keywords/service-quality-dimensions","display_name":"service quality dimensions","score":0.7099999785423279}],"concepts":[{"id":"https://openalex.org/C77019957","wikidata":"https://www.wikidata.org/wiki/Q2689057","display_name":"Dependability","level":2,"score":0.8105287551879883},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6484778523445129},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6390290856361389},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.634353518486023},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5785934925079346},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.553528368473053},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5070490837097168},{"id":"https://openalex.org/C156152238","wikidata":"https://www.wikidata.org/wiki/Q1548025","display_name":"Retail banking","level":2,"score":0.5061072707176208},{"id":"https://openalex.org/C2776436953","wikidata":"https://www.wikidata.org/wiki/Q5163215","display_name":"Consistency (knowledge bases)","level":2,"score":0.4902096390724182},{"id":"https://openalex.org/C2775906791","wikidata":"https://www.wikidata.org/wiki/Q1369310","display_name":"Self-service","level":2,"score":0.4696989059448242},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.43690168857574463},{"id":"https://openalex.org/C58033187","wikidata":"https://www.wikidata.org/wiki/Q386147","display_name":"Point of sale","level":2,"score":0.4192749857902527},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3235558271408081},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.26375532150268555},{"id":"https://openalex.org/C200601418","wikidata":"https://www.wikidata.org/wiki/Q2193887","display_name":"Reliability engineering","level":1,"score":0.17312556505203247},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.16790184378623962},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/s2212-5671(16)30086-7","doi":"https://doi.org/10.1016/s2212-5671(16)30086-7","is_oa":true,"landing_page_url":"https://doi.org/10.1016/s2212-5671(16)30086-7","pdf_url":"https://www.sciencedirect.com/science/article/pii/S2212567116300867/pdf","source":{"id":"https://openalex.org/S2764481192","display_name":"Procedia Economics and Finance","issn_l":"2212-5671","issn":["2212-5671"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia Economics and Finance","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1016/s2212-5671(16)30086-7","doi":"https://doi.org/10.1016/s2212-5671(16)30086-7","is_oa":true,"landing_page_url":"https://doi.org/10.1016/s2212-5671(16)30086-7","pdf_url":"https://www.sciencedirect.com/science/article/pii/S2212567116300867/pdf","source":{"id":"https://openalex.org/S2764481192","display_name":"Procedia Economics and Finance","issn_l":"2212-5671","issn":["2212-5671"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia Economics and Finance","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.5400000214576721,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2336464046.pdf","grobid_xml":"https://content.openalex.org/works/W2336464046.grobid-xml"},"referenced_works_count":28,"referenced_works":["https://openalex.org/W1509023373","https://openalex.org/W1530534970","https://openalex.org/W1820801730","https://openalex.org/W1967008435","https://openalex.org/W1971684258","https://openalex.org/W1981781071","https://openalex.org/W2027216460","https://openalex.org/W2028738935","https://openalex.org/W2048958995","https://openalex.org/W2055077282","https://openalex.org/W2062480908","https://openalex.org/W2069742375","https://openalex.org/W2072313977","https://openalex.org/W2114966314","https://openalex.org/W2122268309","https://openalex.org/W2122689609","https://openalex.org/W2140748596","https://openalex.org/W2143640763","https://openalex.org/W2160251866","https://openalex.org/W2268353127","https://openalex.org/W2341944319","https://openalex.org/W2528185782","https://openalex.org/W2705410388","https://openalex.org/W2895189975","https://openalex.org/W3145364154","https://openalex.org/W4285719527","https://openalex.org/W4295805441","https://openalex.org/W6704225187"],"related_works":["https://openalex.org/W1538573988","https://openalex.org/W3137285546","https://openalex.org/W7219803325","https://openalex.org/W1552219885","https://openalex.org/W3011710676","https://openalex.org/W7217855749","https://openalex.org/W3162580772","https://openalex.org/W4386385582","https://openalex.org/W2265873606","https://openalex.org/W2598972684"],"abstract_inverted_index":{"Self":[0,45],"Service":[1,46],"Technology":[2],"(SST)":[3],"is":[4,20,58,85],"a":[5,27,77],"required":[6],"feature":[7],"in":[8,22,48],"retail":[9,50],"banking":[10,51],"industry.":[11],"The":[12,53,80],"interface":[13],"facilitates":[14],"communication":[15],"between":[16,90],"human":[17],"and":[18,93,101,117,146],"machine":[19],"important":[21,149],"our":[23],"daily":[24],"lives":[25],"as":[26],"result":[28],"of":[29,40,55,64,70,76,82,95,114,129,134,137,140],"the":[30,41,61,71,83,88,91,103,120,132],"swift":[31],"technology":[32],"advancement.":[33],"Automated-Teller":[34],"Machine":[35],"(ATM)":[36],"has":[37],"been":[38],"one":[39,69],"best":[42],"options":[43],"for":[44,105],"Terminal":[47],"catering":[49],"services.":[52],"purpose":[54],"this":[56],"study":[57,84],"to":[59,86,150],"examine":[60],"current":[62],"level":[63],"ATMs":[65],"service":[66,74,106,121,141],"quality":[67,142],"at":[68,119],"main":[72],"ATM":[73,96],"points":[75],"Malaysian":[78],"bank.":[79],"objective":[81],"investigate":[87],"relationship":[89],"reliability":[92],"responsiveness":[94],"services":[97],"with":[98],"customer":[99,152],"satisfaction":[100],"verify":[102],"determinants":[104],"enhancement.":[107],"Data":[108,123],"was":[109,124],"collected":[110],"through":[111],"questionnaire":[112],"survey":[113,130],"271":[115],"respondents":[116],"observations":[118],"point.":[122],"analysed":[125],"using":[126],"SPSS.":[127],"Result":[128],"suggests":[131],"relationships":[133],"three":[135],"out":[136],"four":[138],"elements":[139],"dimensions":[143],"(consistency,":[144],"dependability":[145],"timeliness)":[147],"are":[148],"maximising":[151],"satisfaction.":[153]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":13},{"year":2024,"cited_by_count":9},{"year":2023,"cited_by_count":15},{"year":2022,"cited_by_count":17},{"year":2021,"cited_by_count":25},{"year":2020,"cited_by_count":16},{"year":2019,"cited_by_count":10},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":7}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
