Does Technology-Enabled Service Quality affect Organizational Competencies?

Abstract

Purpose: This paper attempts to explain the effect of information technology on service quality and measures the impact of technology enabled service quality through customer satisfaction towards banks’ performance.

Design/methodology/approach: Enormous literature and various previous experimental studies regarding service quality have been assessed. Furthermore, a model based on the literature is proposed, which elaborates the effect of technology on service quality and illustrate the customer satisfaction towards banks’ performance in the context of technology enabled service quality. Hypotheses were developed and tested in perception of the earlier studies and literature.

Findings: On the basis of analysis and findings, it can be concluded that service quality and banks’ financial performance are associated through customer satisfaction in the environment of automated service quality in banking