Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

2021 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Navjit Singh ◽  
Ramandeep Singh Deol
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Internet Banking ◽  
Banking Services ◽  
Electronic Service ◽  
Internet Banking Services

scholarly journals Examining Dimensions of Electronic Service Quality for Internet Banking Services

2012 ◽  
Vol 65 ◽  
pp. 854-859 ◽  
Author(s):  
Mohd Shoki Md Ariff ◽  
Leong Ooi Yun ◽  
Norhayati Zakuan ◽  
Ahmad Jusoh
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Banking Services ◽  
Electronic Service ◽  
Internet Banking Services

scholarly journals Customer Adoption of Internet Banking: An Empirical Investigation in Taiwanese Banking Context

2012 ◽  
Vol 4 (11) ◽  
pp. 570-582 ◽  
Author(s):  
Chao Chao Chuang
Keyword(s):  
Service Quality ◽  
Market Share ◽  
Empirical Investigation ◽  
Internet Banking ◽  
Security And Privacy ◽  
Banking Services ◽  
Banking Service ◽  
Bank Managers ◽  
Specific Factors ◽  
Internet Banking Services

In these days, banks work hard to attract consumers and keep their market share by providing them with more innovative services through Internet banking. Banking services are now just at the distance of one click from the mouse. The purpose of this paper is to explore how and why specific factors affect adoption of Internet banking in Taiwan context. The findings suggest six identified factors are significant in respect of customers’ adoption of Internet banking services. Convenience, accessibility and feature availability are the main motivators for consumers to use Internet banking service. Results also reveal that security and privacy play important roles in discouraging the customers to use Internet banking services. Conclusions and managerial suggestions are proposed to provide a practical contribution for bank managers to better understand customers’ perception of e-banking service quality and enhance customers’ adoption rates.

Internet Banking Services User Adoption in Ghana: An Empirical Study

2021 ◽  
pp. 1-18
Author(s):  
James Agyei ◽  
Shaorong Sun ◽  
Emmanuel Kofi Penney ◽  
Eugene Abrokwah ◽  
Eric Kofi Boadi ◽  
...  
Keyword(s):  
Empirical Study ◽  
Internet Banking ◽  
Banking Services ◽  
User Adoption ◽  
Internet Banking Services

CUSTOMERS' SATISFACTION TOWARDS INTERNET BANKING OF ICICI BANK LIMITED - A STUDY IN ERODE CITY

2015 ◽  
Vol 6 (01-02) ◽  
Author(s):  
M. VASAN
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Primary Data ◽  
Top Management ◽  
Banking Services ◽  
Level Of Satisfaction ◽  
Study Results ◽  
High Level ◽  
Internet Banking Services ◽  
Structured Questionnaire

The study has been conducted in order to meticulously evaluate and examine the level of satisfaction towards internet banking services. The purpose of this study is also to observe and analyze the purpose of using internet banking, reasons for chosen internet banking, satisfaction of customers towards internet banking and to find out the problems encountered by the customers. The primary data for this study was compiled through well-structured questionnaire filled in on a one-to-one basis by 120 customers of ICICI Bank. The study results clearly indicated that the majority of the users of internet banking were in the high level of satisfaction. Hence, the study highlights the important points that ICICI Bank's top management must consider in order to increase the number of internet banking users and to improve their service quality

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 Effects of Service Quality on Customer Trust and Satisfaction in Internet Banking

2020 ◽  
Vol 20 (1) ◽  
pp. 1
Author(s):  
Eduardo Torres-Moraga ◽  
Cristóbal Barra ◽  
Arturo Z. Vásquez-Parraga ◽  
Antonio Farías
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Structural Equations ◽  
Banking Services ◽  
Multidimensional Measure ◽  
Proposed Model ◽  
Rival Models ◽  
Customer Trust ◽  
Internet Banking Services ◽  
Practical Implications

Purpose - This study contributes a multidimensional measure of service quality impacting on the trust and satisfaction of customers using internet banking. Design/methodology/approach - Unlike previous studies reporting on independent factors of service quality affecting customer trust and satisfaction, this study elaborates and tests a multidimensional measure of service quality in the context of internet banking services. In addition, this study tests a proposed model and rival models showing how service quality impacts on customer trust and satisfaction. Findings - Service quality is a second-order factor with 6 dimensions revealing 6 important characteristics of the service quality that is expected in Internet banking. They are not separate characteristics of service quality but dimensions of a construct. The proposed model showing a direct impact of service quality on satisfaction and an indirect one on trust is the best tested model using structural equations. Research limitations/practical implications: The research limitations and practical implications of the results are discussed. Originality/value - The study elaborates and tests a multidimensional measure that is a comprehensive, and at the same time, parsimonious, approach to service quality when explaining customer trust and satisfaction in internet banking services

Sign in / Sign up

Export Citation Format

Share Document