Customer Satisfaction on e-SERVQUAL in Islamic Online Banking Services

2017 ◽  
Vol 3 (2) ◽  
pp. 29
Author(s):  
NURHAZIRAH HASHIM ◽  
MOHAMMAD ZAIM MOHD SALLEH ◽  
NOR SARA NADIA MUHAMAD YUNUS ◽  
INTAN SYAFINAZ MAT SHAFIE
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Pearson Correlation ◽  
Business Environment ◽  
Online Banking ◽  
Security And Privacy ◽  
Accurate Information ◽  
Online Services ◽  
Banking Services ◽  
Customer Information

The recent development in the ecommerce services has shown a variety of established companies participating in the web business environment including Islamic banks. Business with the mostexperience and success in using ecommerce are beginning to realize that the indicator of success or failure of the ecommerce environment was included in the online services. Nowadays, the trend ofa business is to serve the customer with best quality of services to enhance the consumer satisfaction and compete with the global competitors as online services enabled registered user to make productspurchase transaction only through website such as check and manage financial standing, transfer funds, bill payment, prepaid reload and so forth. However, in recent times, Islamic banking users faced problems with the online system such as cannot log in to the system, payment failure and  mostly security and privacy hindrance. Therefore, this study aimed to investigate the relationship between electronic service quality (e-SERVQUAL) and customer satisfaction towards IslamicOnline Banking Services users. Based on the sample size, only 76 respondents were selected to participate in this study by using a convenience sampling. Further, Pearson correlation and multipleregression were reported to analyze the mentioned relationship. The findings have shown that there is a positive relationship between e-SERVQUAL and customer satisfaction in using Islamic onlinebanking services. Based on the findings, Islamic online banking developer is recommended to improve more on their responsiveness in order to provide quick response to their customer’s requirements.  Moreover, they also should be more reliable in providing accurate information in performing the promised services. They must assure that all of their customers can quickly get responds and true feedback regarding their problems to ensure customer satisfy with service provided. Besides, the safety of the website and the protection of customer information alsoconsidered a vital action that should be concerned in order to increase the customers’ satisfaction.

Does usage level of online services matter to customers’ bank loyalty?

2014 ◽  
Vol 28 (4) ◽  
pp. 292-299 ◽  
Author(s):  
Shalom Levy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Relationship ◽  
Online Banking ◽  
Human Interaction ◽  
Online Services ◽  
Banking Services ◽  
Content Type ◽  
Usage Level

Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors. Design/methodology/approach – Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling. Findings – The findings show a significant, direct and negative relationship between the relative usage level of online banking services and bank loyalty. However, a positive relationship was found to exist between bank loyalty and customer satisfaction with online service quality. An indirect positive relationship was also found to exist between services’ convenience through satisfaction with online banking service quality. Practical implications – The findings advance the idea that computer technology mediation reduces human interaction, and so may detract from customer loyalty. Service policy makers should invest in relation-based attachments with their online customers, enhance satisfaction with online quality service and sustain customer loyalty. Originality/value – Examination of the effect of variables related to online bank services usage and bank loyalty. This study contributes more value by understanding the effect of customers’ usage level of online services.

scholarly journals Factors affecting Palestinian customers’ use of online banking services

2019 ◽  
Vol 37 (2) ◽  
pp. 426-451 ◽  
Author(s):  
Mohammed Z. Salem ◽  
Samir Baidoun ◽  
Grace Walsh
Keyword(s):  
Technology Adoption ◽  
Banking Sector ◽  
Arab Countries ◽  
Online Banking ◽  
Security And Privacy ◽  
Online Services ◽  
Banking Services ◽  
Content Type ◽  
Factors Affecting ◽  
Technological Leadership

PurposeThe purpose of this paper is to examine factors that affect Palestinian customers’ use of online banking services.Design/methodology/approachAn empirical study was conducted using a questionnaire in order to test the hypotheses. The questionnaire was distributed to 500 respondents selected by the participating banks. A total of 369 complete questionnaires were returned. The study’s independent variables include technology adoption propensity, customers’ value for online personalization, customers’ privacy concern, e-trust, technological leadership and loyalty. Palestinian customers’ usage of online banking services is the dependent variable.FindingsThe results of the model tested clearly suggest that the use of online banking services is influenced, respectively, by the technological leadership, e-trust, e-loyalty, customers’ value for online personalization, customers’ concern for privacy and propensity of technology adoption. Finally, this paper suggests that policy makers should develop a prioritized hierarchy of actions in developing the effective use of bank’s online services, based on thet- andp-values of the latter mentioned factors.Research limitations/implicationsOne limitation of the study is relying on self-reported cross-sectional data collection, rather than longitudinal surveying. Despite such limitation, the study provides the Palestinian banking sector with recommendations to promote online banking services based on the empirically identified factors affecting such service adoption.Practical implicationsPalestinian banks should promote the adoption of online banking services by supporting personalization of services, privacy and trust. Customers should always be informed that their bank is among the first banks to introduce the latest state-of-the-art online services. Technology innovative and diverse online services should be offered by banks to attract customers.Originality/valueAlthough numerous research studies have studied the factors affecting customers in using electronic and online banking services, few studies have considered such usage in the developing countries, such as Arab countries in general and Palestine in particular. This is the first study to examine the factors affecting the adoption of online banking services in Palestine. This study provides empirical evidence to fill in the gap by providing a deeper understanding of the factors affecting the usage of online banking services in the country. The findings of this study can help decision makers in the Palestinian banks to develop practical plans that might accelerate and expand the adoption of online banking emphasizing personalized and trusted services offered with high level of security and privacy.

scholarly journals E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model

2018 ◽  
Vol 5 (6) ◽  
pp. 4808-4819 ◽  
Author(s):  
Sathiyavany, N ◽  
Shivany, S
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Model ◽  
Empirical Test ◽  
Research Work ◽  
Internet Banking ◽  
Online Banking ◽  
Quality Factors ◽  
Banking Services ◽  
Banking Service

Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures covers the trends in internet banking , E-service quality dimensions relating to  e-banking services, e-Service Quality Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty, Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, e-satisfaction, and e-loyalty among the internet banking customers. Another part of this research will empirically test the formulated hypotheses in the present research work.

Analysis of Data Validation Techniques for Online Banking Services

2017 ◽  
pp. 127-139 ◽  
Author(s):  
Shadi A. Aljawarneh
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Online Banking ◽  
Security And Privacy ◽  
Data Validation ◽  
Security Vulnerabilities ◽  
Validation Data ◽  
Banking Services ◽  
Security Issues ◽  
Information And Communication

The insufficient preparation for the information and communication technologies revolution led to few offering online transaction platforms, information security features, and credit facilities. One of the security concerns is a lack of data validation. Data that is not validated or not properly validated is the main issue for serious security vulnerabilities affecting online banking applications. In this chapter, the influences of security issues on world banks will be discussed. A number of data validation methods will be also reviewed to date to provide a systematic summary to banking environment. Based on the advantages and disadvantages of each method, the IT developer will decide which is best suited to develop the systematic online banking application. From this analysis, a global view of the current and future tendencies of data validation will be obtained and therefore provision of possible recommendations for solving the security and privacy issues for the online banking services.

scholarly journals Behavioral consequences of customers’ satisfaction with banking products and services

2015 ◽  
Vol 8 (2) ◽  
pp. 232-254
Author(s):  
Florin-Lucian Isac ◽  
Anca-Maria Milovan-Ciuta ◽  
Andrei Dobre
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Business Environment ◽  
Research Model ◽  
Behavioral Models ◽  
Self Administration ◽  
Measurement Scales ◽  
Behavioral Consequences ◽  
Statistical Population ◽  
Supplier Switching

Abstract The premise that consumer satisfaction determines behavioral models that positively influence business results, is accepted both in the academic and business environment. This research addresses the consequences of satisfaction from the customer’s perspective, focusing on behaviors that customers of banks adopt as a result of satisfaction/dissatisfaction experienced from the performed transactions. Based on literature review, we have developed our own research model and tested the hypotheses formulated regarding the relationships formed between customer satisfaction and behavioral responses to customer satisfaction. For this purpose, we conducted a survey in which the investigated statistical population consists of customers who have completed at least one transaction with suppliers of banking products and services in the last six months. The sample gathered 511 persons using the snowball method, and respondents filled in questionnaires through online self-administration. We tested the research hypotheses using SPSS. Data analysis involved testing the reliability of the used measurement scales, score factors determination, testing the validity of constructs included in the research model, research hypotheses testing. In this article, in analyzing the relationship between customer satisfaction with banking products and services and its behavioral consequences, we take into consideration trust and supplier switching costs as moderator variables.

Analysis of Data Validation Techniques for Online Banking Services

2018 ◽  
pp. 1284-1293
Author(s):  
Shadi A. Aljawarneh
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Online Banking ◽  
Security And Privacy ◽  
Data Validation ◽  
Security Vulnerabilities ◽  
Validation Data ◽  
Banking Services ◽  
Security Issues ◽  
Information And Communication

The insufficient preparation for the information and communication technologies revolution led to few offering online transaction platforms, information security features, and credit facilities. One of the security concerns is a lack of data validation. Data that is not validated or not properly validated is the main issue for serious security vulnerabilities affecting online banking applications. In this chapter, the influences of security issues on world banks will be discussed. A number of data validation methods will be also reviewed to date to provide a systematic summary to banking environment. Based on the advantages and disadvantages of each method, the IT developer will decide which is best suited to develop the systematic online banking application. From this analysis, a global view of the current and future tendencies of data validation will be obtained and therefore provision of possible recommendations for solving the security and privacy issues for the online banking services.

scholarly journals Perceived Ease of Use and Trust Towards Intention to Use Online Banking in Malaysia

2020 ◽  
Vol 15 (1) ◽  
pp. 107-114
Author(s):  
Siti Rapidah Omar Ali ◽  
Wan Nur Khadijah Wan Marzuki ◽  
Nur Shafini Mohd Said ◽  
Suhaily Maizan Abdul Manaf ◽  
Nur Dalila Adenan
Keyword(s):  
Technology Acceptance ◽  
Pearson Correlation ◽  
Internet Banking ◽  
Online Banking ◽  
Ease Of Use ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Municipal Council ◽  
Acceptance Model

The development and invention of technology has transformed the way organizations conduct their businesses currently including banking institutions mainly in offering online banking services. Since the year of 2000, online banking services have been introduced in Malaysia. Still, online banking users in Malaysia are intolerant by issues of trust towards online banking which affect their level of acceptance. This study aims to identify the effect of perceived ease of use and trust towards intention to use internet banking among staff in Municipal Council in Malaysia. Technology Acceptance Model (TAM) was used as a research framework. 265 online banking users in a Municipal Council in Malaysia were tested using self-administered questionnaire. To examine the relationship between perceived ease of use and trust towards the intention to use internet banking, Pearson correlation and multiple regression were employed. The findings showed that perceived ease of use and trust have significant relationship with the intention to use internet banking. The outcomes offered valued information for both financiers and policy makers particularly when designing online banking marketing approaches

scholarly journals The Relationship among Website Quality, Consumer Satisfaction, and Loyalty in Vietnamese Banking Sector

2015 ◽  
Vol 22 (03) ◽  
pp. 81-101
Author(s):  
Huy Le Van ◽  
Tuyen Pham Dinh
Keyword(s):  
Information Technology ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Information Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Website Quality ◽  
Important Challenge ◽  
Quality Dimensions ◽  
The Relationship

Recently, together with the development of information technology, banks have found and put into use more and more channels to deal with their customers, and one of them is the provision of websites to satisfy customers’ need. That is the reason why customer satisfaction in e-banking services is an important challenge to all banks. This study aims to identify the effects of website quality on customer satisfaction, which in turn affects their loyalty toward the banks. For this purpose website quality dimensions, including information quality, navigation, response time, visual appeal, interactivity, security, and innovativeness, are tested by applying regression to the analyses. Additionally, all the data for this research, collected from banking customers through the questionnaires, allow such dimensions as information quality, interactivity, security, and innovativeness to be explored as having contributed significantly to customer satisfaction, which leads to their loyalty to the banks.

scholarly journals Service Quality and Customer Satisfaction: Experience of Customers’ in Postal Service

2020 ◽  
Vol 15 (2) ◽  
pp. 67-75
Author(s):  
Siti Rapidah Omar Ali ◽  
Siti Naemah Abd Hakim Amir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Pearson Correlation ◽  
Business Environment ◽  
Service Industries ◽  
Postal Service ◽  
Sustainable Competitive Advantage ◽  
Convenience Sample ◽  
Postal Services ◽  
Quality Dimensions

Providing great quality service is essential for a sustainable competitive advantage in today’s aggressive business environment. Organization’s success could positively influence by customer satisfaction. This study tried to examine the relationship between service quality elements towards customer satisfaction. Modified SERVQUAL model by Parasuraman et al. has been used to measure the four service quality dimensions. Data collection in this research was used quantitative method. Self-administered questionnaire focusses on customers of Pos Malaysia in Kuala Terengganu. Convenience sample of 322 Pos Malaysia customers were collected. Pearson correlation analysis reveals that all four service quality elements were positively associated with customer satisfaction with moderate correlation. Responsiveness and reliability were discovered to influenced customer satisfaction most compared to other elements. Therefore, this finding suggests that service industries particularly postal services should cultivate the key service quality elements thoroughly in order to enhance customers’ satisfaction without overlooking the remaining dimension.

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