Rapid technological advancement in the banking environment drives Sri
Lankan banks to adopt self-service technologies to deliver services via
SMS banking, Internet banking and telephone banking facilities,
Automated Teller Machines (ATM) etc. This study explored the perceived
quality of the self-service technology of these services and its effect
on customer satisfaction. The literature survey and in depth interviews
helped to formulate quality dimensions: security, efficiency, eases of
use, reliability and convenience and those dimensions were assessed
through a questionnaire. This study surveyed 215 customers from branches
of six dominating commercial banks located in Western Province of Sri
Lanka. Data were subjected to Principal Component Analysis and retained
factors were regressed using multiple regressions to assess the impact
of quality dimensions on customer satisfaction. The results revealed
that reliability and convenience have positive impacts on customer
satisfaction but efficiency has a negative effect.