Customer satisfaction towards internet banking services: Case analysis on a Malaysian bank

2012 ◽  
Author(s):  
Siew-Phaik Loke ◽  
Norlida Mohd Noor ◽  
Khalizani Khalid
Keyword(s):  
Customer Satisfaction ◽  
Case Analysis ◽  
Internet Banking ◽  
Banking Services ◽  
Internet Banking Services

scholarly journals DAMPAK LAYANAN INTERNET BANKING DALAM MENINGKATKAN KEPUASAN NASABAH

2019 ◽  
Vol 9 (1) ◽  
pp. 031
Author(s):  
Noviryantika Noviryantika
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression ◽  
Internet Banking ◽  
Analysis Method ◽  
System Availability ◽  
Banking Services ◽  
Independent Variable ◽  
Internet Banking Services

Internet banking is currently a method of providing banking services to its customers. PT. Bank Bukopin uses Internet Banking technology in an effort to provide satisfaction to its customers. The purpose of this study was to determine the effect of efficiency, fulfillment, system availability, privacy, responsiveness, compensation and contact on the quality of internet banking services on customer satisfaction. The independent variable is the quality of internet banking services using 7 variable dimensions, while the dependent variable is customer satisfaction. The data analysis method uses multiple regression. The results showed that efficiency, fulfillment, system availability, responsiveness and compensation on the quality of internet banking services had a positive and significant effect on customer satisfaction at PT. Bank Bukopin Pontianak Branch. While privacy and contacts on the quality of internet banking services have a negative and significant impact on customer satisfaction of PT. Bank Bukopin Pontianak Branch.

scholarly journals New perspectives on the role of customer satisfaction and commitment in promoting customer citizenship behaviours

2018 ◽  
Vol 21 (1) ◽  
Author(s):  
Estelle Van Tonder ◽  
Leon T. De Beer
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Internet Banking ◽  
Consumer Advocacy ◽  
Banking Services ◽  
Customer Commitment ◽  
Helping Behaviour ◽  
Internet Banking Services ◽  
The Relationship

Background: It is widely accepted that the relationship quality dimensions of customer satisfaction and commitment may impact on customer citizenship behaviour. The positive effect of customer satisfaction on customer commitment is also undisputed within the relationship marketing literature. Aim: It was the aim of this study to examine the extent to which customer commitment mediates and strengthens the relationship between customers’ perceived satisfaction and their citizenship behaviour. In the context of Internet banking, the study aimed to examine the extent to which customer’s commitment towards the service provider (the bank) strengthens the relationship between satisfaction with the service provided (Internet banking) and customer citizenship behaviour (consumer advocacy and the helping of other customers). Setting: The study was conducted in the South African Internet banking environment, which could benefit from a model of factors contributing to customer citizenship behaviour, specifically the sub-dimensions of consumer advocacy and helping behaviour. Methods: A descriptive and quantitative research design was followed and the survey responses obtained from 491 existing users of Internet banking services were used in the analysis. Results: Following the structural equation model results, the direct relationships between all constructs were confirmed. Customer commitment, however, has only a partial mediating effect on the relationships between customer satisfaction and the sub-dimensions of consumer advocacy and helping behaviour. Conclusions: From a theoretical perspective, the research findings provide more insight into the role of customer satisfaction and commitment in contributing to customer citizenship behaviour and the extent to which both relationship quality factors are needed in order to do so. From a practical perspective, banks should adapt their marketing strategies to facilitate greater relationships with customers responsible for citizenship behaviours. Customers promoting the benefits of the service to other customers and helping them to use the service may ultimately contribute to greater adoption and use of Internet banking services.

The Determination of User Satisfaction with Personal Internet Banking Services in the Context of Australia

2016 ◽  
Vol 14 (3) ◽  
pp. 57-79 ◽  
Author(s):  
Padid Akbarzadeh Gharib
Keyword(s):  
Customer Satisfaction ◽  
User Satisfaction ◽  
Perceived Risk ◽  
Success Factors ◽  
Internet Banking ◽  
Causal Effects ◽  
Banking Services ◽  
Information System Success ◽  
Internet Banking Services

Based on previous studies a theoretical framework of the determinants of an individual's satisfaction using Personal Internet Banking services is formulated incorporating information system success factors complemented by elements of behavioral and environmental uncertainties (multidimensional trust and perceived risk). Data was collected using an online self-administered questionnaire from a sample of 370 users in Australia and analyzed in order to determine the relationships among factors that have significant causal effects on customer satisfaction. The results confirm the importance of some of the factors reported in previous studies but also reveal unreported significant direct and indirect causal effects on customer satisfaction. Practical conclusions provide new perspectives for Australian banks on keeping customers highly satisfied with online banking services, as the main objective of this study.

scholarly journals E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services

2012 ◽  
Vol 40 ◽  
pp. 441-445 ◽  
Author(s):  
Farnaz Beheshti Zavareh ◽  
Mohd Shoki Md Ariff ◽  
Ahmad Jusoh ◽  
Norhayati Zakuan ◽  
Ahamad Zaidi Bahari ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Internet Banking ◽  
Banking Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Internet Banking Services

scholarly journals The Understanding Customer Satisfaction on Internet Banking: A Case Study in Indonesia

2020 ◽  
Vol 16 (1) ◽  
pp. 36-47
Author(s):  
Ronny ◽  
Mochamad Nurhadi ◽  
Aniek Maschudah Ilfitriah
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Data ◽  
Group Discussion ◽  
Internet Banking ◽  
Reliability Factor ◽  
Banking Services ◽  
Qualitative And Quantitative ◽  
Customer Dissatisfaction ◽  
Internet Banking Services

The study aims to understand factors that contribute to satisfaction in using internet banking services. The research in banking marketing used mix method both qualitative and quantitative. Data were collected from 120 respondents who used internet banking banks in Indonesia by filling out questionnaires. Focus group discussion was carried out to deep the factors that contribute to customer satisfaction. The results showed that convenience and reliability are factors that can reduce customer dissatisfaction and inconvenience quickly and precisely. Reliability factor occupies the main position as the cause of customer dissatisfaction in using internet banking (52.08%) while convenience is the major factor leading to customer satisfaction (61.07%). Customer segments influenced the choice of internet banking services priority expected by the customer

scholarly journals PENGARUH E-SERQUAL TERHADAP COMMITMENT DAN SATISFACTION SEBAGAI VARIABEL INTERVENING “KASUS PENGGUNA E-BANKING DI KOTA PADANG”

2020 ◽  
Vol 22 (1) ◽  
Author(s):  
Wirda Yaniariza ◽  
Syafrizal Syafrizal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internet Banking ◽  
Equation Model ◽  
Website Design ◽  
Financial Service Authority ◽  
Banking Services ◽  
Banking Service ◽  
Internet Banking Services

In this digital edge, Indonesian Financial Service Authority (OJK) has encouraged bank industry to develop internet banking services. This service has changed the way customer interact with the bank from face to face interaction to online interaction. The development of this internet banking services have triggered marketing researcher to investigate how this service can influence customer satisfaction and commitment.  This study aims to examine the effect of internet banking service quality on customer satisfaction and commitment. A questionnaire survey has conducted to 130 bank customer’s in Padang. Research instruments of this study have been adapted from many previous studies. Structural Equation Model analysis technique has been used to analyze the data of this research. The result of this study found that the dimension of internet banking service quality such as easy to use, website design, privacy, responsiveness, efficiency and reliability have significant effect on customer satisfaction. Furthermore, it was found that customer satisfaction has significant effect on customer commitment.Keywords: Commitment, Stisfaction, E-Banking

Internet banking services and fees: the case of Greece

2009 ◽  
Vol 3 (2) ◽  
pp. 177 ◽  
Author(s):  
Georgia Giordani ◽  
Christos Floros ◽  
Guy Judge
Keyword(s):  
Internet Banking ◽  
Banking Services ◽  
Internet Banking Services ◽  
Of Greece
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