Retail Banking and Customer Behaviour: A Study of Self Concept, Satisfaction and Technology Usage

It is argued that, while self-image congruence may be related to customer satisfaction in a normal context, it may not necessarily affect satisfaction levels when customers are using technology-based self-services.

Abstract

Prior research has investigated the effects of self-image congruence on satisfaction and brand preference. With the help of empirical research, the paper argues that, while self-image congruence may be related to customer satisfaction in a normal context, it may not necessarily affect satisfaction levels when customers are using technology-based self-services. Furthermore, during encounters involving self-service technologies, customers might experience satisfying or dissatisfying incidents which may not be related to their overall satisfaction and brand preference levels. The paper discusses implications for brand managers in the retail banking sector and suggests future research directions.