scholarly journals Technology and Service Quality in the Banking Industry: An Empirical Study of Various Factors in Electronic Banking Services

2010 ◽  
Vol 4 (4) ◽  
pp. 209-221 ◽  
Author(s):  
S.T. Akinyele ◽  
K. Olorunleke
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Banking Industry ◽  
Electronic Banking ◽  
Banking Services

Age and Income as Drivers of Customers' Switching Perception in Indian Banking Industry

2019 ◽  
Vol 10 (4) ◽  
pp. 59-71
Author(s):  
Santosh Dev
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Interest Rates ◽  
Banking Industry ◽  
Age Groups ◽  
Age Group ◽  
Banking Services ◽  
Bank Management ◽  
Income Groups ◽  
Proposed Model

The purpose of this article is to analyse the change in perception of customers of different age groups and different income groups towards interest rates and other charges in banks. The proposed model is tested on a sample of twenty banks in India and data analysis has been done with the help of various statistics tools. The results show that the customers' changing age and income brings about a change in their perception towards interest rates and other charges in the banks in India. The study contributes to the literature by providing insights about how banking services are perceived by customers. It also accomplishes the results for providing implication of managerial practice in banks in India. This may help bank management in designing different strategies for different age group and different income groups and help customers obtain improved service quality. The results provide platform for banks to provide products and services according to the levels and expectations of customers.

Elucidating perceived overall service quality in retail banking

2017 ◽  
Vol 35 (5) ◽  
pp. 781-804 ◽  
Author(s):  
Zalfa Laili Hamzah ◽  
Siew Peng Lee ◽  
Sedigheh Moghavvemi
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Banking Industry ◽  
Internet Banking ◽  
Retail Banking ◽  
Service Industries ◽  
Content Type ◽  
Customer Trust ◽  
The Impact

Purpose The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation. Design/methodology/approach A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang Valley area of Malaysia. Structural equation modelling was applied to analyse the data. Findings The results of the study indicate four key dimensions of SERVQUAL – tangibles, empathy, reliability and security, and internet banking – all of which are significantly and positively related to customers’ perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank’s reputation. Research limitations/implications This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies. Practical implications This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank’s reputation. Social implications The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks’ image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service. Originality/value The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank’s reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.

scholarly journals Management of Customer Services in Indian Banks using GAP Model

2019 ◽  
Vol 8 (3S2) ◽  
pp. 860-863
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Gap Model ◽  
Electronic Banking ◽  
Banking Services ◽  
Customer Services ◽  
Perceptions And Expectations ◽  
Indian Banks

In present days banks are offering technological embedded facilities to customers to enhance banking services easy and quickly. Each and every customer have their own expectations and perceptions towards banking services, electronic banking is not an exception. The attempt has been made to assess the Service quality by banks in terms of customers' perceptions and expectations. The growth of electronic banking has transformed the essence of customers and banking alliance that shows a huge advantage beyond classical banking services. Banks are offering various services to customers, but the customers are unaware of these services, and the practice of these facilities does not go with customers' expectations. Knowledge about electronic banking helps to get maximum satisfaction in banking services. This paper made an effort to analysis the GAP among customers' expectations and perceptions of electronic banking facilities. 85 samples have been collected and analyzed using a gap analysis.

scholarly journals Quality of Categorized Service and Customer Satisfaction in Banking Industry: An Empirical Study on Private Commercial Banks in Bangladesh

1970 ◽  
Vol 5 (2) ◽  
pp. 19-37 ◽  
Author(s):  
Md Masukujjaman ◽  
Afia Akter
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Foreign Exchange ◽  
Banking Industry ◽  
Policy Recommendation ◽  
Banking Services ◽  
Perceived Service Quality ◽  
Banking Credit ◽  
Better Than

The main objectives of the study are to evaluate the customer satisfaction of the service quality and to assess whether bank services provided by the institutions are satisfactory to Bangladeshi customers especially in term of service categories like general banking, credit banking and foreign exchange banking services. The study also examines empirically the determinants of service quality in Bangladesh. A questionnaire for such purpose was designed and different statistical methods were applied to analyse the collected data. From the study it is found that the overall service quality in private commercial bank in Bangladesh is moderate, where service quality in general banking services is better than the credit banking services and foreign exchange services though its quality is not too bad . In addition, top ranked banks have high service quality in all categories of services and the lower raked banks are struggling seriously with credit and foreign exchange services. So, as policy recommendation, the banks especially the lower ranked banks should give more emphasis on both the credit and foreign exchange banking services.Key Words: Categorized Service; Perceived Service Quality; Customer Satisfaction.DOI: http://dx.doi.org/10.3329/jbt.v5i2.9933Journal of Business and Technology (Dhaka) Vol. 5(2), July-December, 2010 19-37  

scholarly journals E-S-Qual and E-Recs-Qual Toward Customer Satisfaction, Trust and Loyalty in Electronic Banking Services During The Covid-19 Pandemic

2021 ◽  
pp. 100
Author(s):  
Ramadania Ramadania
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Internet Banking ◽  
Mobile Banking ◽  
Online Service ◽  
Electronic Banking ◽  
Banking Services ◽  
Recovery Service ◽  
The Core

During the pandemic, many countries adopted physical & social distancing policies, lockdowns, or territorial quarantine. Therefore the use of electronic banking services has increased sharply, including in developing countries such as Indonesia. Electronic banking services that are popularly used by many customers are in the form of internet banking and mobile banking. This study aimed to analyze; 1) the impact of the core online service quality (E-S-QUAL) on customer satisfaction, 2) the effect e-recovery service quality (E-RecS-QUAL) on satisfaction, 3) the effect of satisfaction on customer trust and 4) the effect of trust on customer loyalty. This research is causality research or explanatory research. The data collected by survey method to 120 respondents from customers who are registered users of e-banking (i.e. internet banking or mobile banking) from Mandiri, BCA, and Bukopin Bank. The results showed that the core online service quality (E-S-QUAL) and e-recovery service quality (E-RecS-QUAL) proved to have a positive influence on customer satisfaction. This research also proves the strong positive relationship between satisfaction and trust, as well as trust also has been shown to have a strong influence on customer loyalty.

scholarly journals The Effect of Banks Website Service Quality and E-satisfaction on E-loyalty: An Empirical Study on Swedish Banks

2017 ◽  
Vol 13 (1) ◽  
pp. 1 ◽  
Author(s):  
Samer Alkhouli
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Banking Industry ◽  
Strong Positive Correlation ◽  
Four Dimensions ◽  
Low Levels ◽  
Commercial Opportunity ◽  
The Impact ◽  
The Relationship ◽  
Loyal Customers

The increase in internet use in Sweden provides the country’s banking industry with an important commercial opportunity. High websites service quality (website SQ) and electronic satisfaction (e-satisfaction) are vital if the banks are to keep and guarantee their customers’ electronic loyalty (e-loyalty). The purpose of this study is to provide empirical evidence of the association between website SQ and e-satisfaction, and the impact of both on e-loyalty in Swedish banks. The author used the E-S-QUAL model to measure the four dimensions of website SQ: fulfilment, availability, efficiency and privacy. Questionnaires were sent to 450 customers, of which 213 were returned, either in-person or online. The results showed that website SQ and e-satisfaction have a strong positive correlation with e-loyalty. The relationship between website SQ and e-satisfaction should be continuously measured, and website processes reviewed in line with advances in ICT and changes in levels of e-loyalty. This study gives feedback to these banks on their website SQ, helping them avoid shortcomings and keep their customers satisfied and loyal. Customers with high levels of e-satisfaction have significantly higher levels of e-loyalty compared to those with low levels. 

scholarly journals  Electronic Banking: an Object of Fallacy or System of Functionality Samuel Affran Abstract — Corporate managers in the banking industry have employed series of strategies to lure many customers to patronage their categories they offer for sale. One of s

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Samuel Affran
Keyword(s):  
Customer Satisfaction ◽  
Banking Industry ◽  
Internet Banking ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Banking Services ◽  
Corporate Managers ◽  
Banking Service ◽  
Automated Teller Machine ◽  
The Relationship

Corporate managers in the banking industry have employed series of strategies to lure many customers to patronage their categories they offer for sale. One of such is E-banking. These technological services are introduced by banks with the objective of providing customers with rapid services, with cost efficient. The situation tends to be different in this part of the world. Most of these services partially exist and if it fully does, it comes with unprecedented system failures. Based upon this premises this study is conducted exploratory to find out what really constitutes electronic banking from the Ghanaian perspective and also to ascertain their linkage with customer satisfaction. A total number of 200 questionnaires were administered. Cross-sectional survey was employed using questionnaire as the principal tool for the data collection. A 5-point Likert- scale ranging from 1 (strongly disagree) to 5(strongly agree) was used to measure the constructs. With the aid of SPSS version 23 the data was analyzed to establish the empirical linkage of the underlying constructs. The study among other things brought to the fore three (3) determinants (Automated Teller Machine, Mobile Phone Banking, Internet or Online banking) that define e-banking from the Ghanaian perspective proving that it is a system of functionality that is established for specific strategic purpose better still because of inefficient execution it was also proven to be an object of fallacy in the sense that having it does not necessary leads to customer satisfaction. The data analysis also shows that statistically between automated teller machine and customer satisfaction there is positively very weak relationship (R^2= .181, p< 0.126). Meaning holding all other variables constant, automated teller machine will cause 18.1% change in customer satisfaction. It is proven by the results that, automated teller machine not only weak in explaining the relationship but the impact is also not significant as the significant level is 0.126 which is above the standard significant value of 0.05. Meaning the automated teller machine if it is not administered efficiently and effectively will have the tendency to impact on customer’s satisfaction insignificantly. This presupposes that the automated teller machines in question were not administered efficiently and effectively. Thus this study has proven empirically that it is not a forgone conclusion that having an ATM services will automatically leads to customer satisfaction making the assertion a fallacy in Ghana thus disproving the study by Sultan and Komal (2009) claiming that having an automated teller machine services will automatically lead to customer satisfaction. The study revealed that relationship between mobile banking services and customer satisfaction is positively very weak (R^2= .170, p< 0.171). This simply means that mobile services rendered by banks to their customers were seriously criticized as woefully inadequate. Thus, holding all other variables constant, mobile banking services causes 17.0 % change in customer satisfaction. This result proves that a unit change in mobile banking service will induce 17.0% change in the rate of customer satisfaction. In other words when the level of mobile banking services is improved by 1% it will lead to 17.0% increase in customer satisfaction which is quite negligible. The significance level of this outcome in reference to the study results was 0.171 which is greater than the standard value of 0.05 indicating that the variance between mobile banking services and customer satisfaction was not significant. Internet banking services were quite effective and efficient thus having positive significant impact on customer satisfaction (R^2= .211, p< 0.003). But the relationship is equally weak explaining only 21.1% of customer satisfaction within the Ghanaian banking industry. The statistical understanding is that unilaterally internet banking service has the empirical tendencies to increase customer satisfaction by 21.1% if these services are improved just a percentage change. The practical connotation is that managers need to make automated teller machine more secured and very convenient spreading it across the length and breadth of the country. It should be in good function (twenty-four hours a day), accessible at all times (weekdays and weekends) and user-friendly as well. Again, managers should be proactive in sending message to customers whenever their system is malfunctioning in order to win customer trust. They should be ready to accept their mistakes and improve on customer complaint. They should avoid the rationalization of system failure which tend to put customers off serving as a catalyst for customer drifting. Again, internet connectivity should be reliable to boost mobile banking services.  The banks should create more mobile apps for the various product categories.  To sum up more resources should be allocated to online products since it is proven to be the only determinant significant in explaining customer satisfaction.

İNTERNET BANKACILIĞI E-HİZMET KALİTESİNİN KULLANICILAR TARAFINDAN DEĞERLENDİRİLMESİ : KUVEYT TÜRK ÖRNEĞİ

2015 ◽  
Vol 3 (2) ◽  
Author(s):  
Ali Ulvi İşler
Keyword(s):  
Service Quality ◽  
Distribution Channel ◽  
Quality Measurement ◽  
Internet Banking ◽  
Electronic Banking ◽  
Banking Services ◽  
Services Sector ◽  
Study Results ◽  
Internet Banking Services ◽  
New Distribution

After rising the proportion of services sector in the economies of the countries, the need for quality measurement studies in services increased. Because internet banking, that began in 90’s, has a lot of advantages for banks and customers, it developed rapidly and a lot of banking services could be done in this new distribution channel. So, it is a requirement to measure of service qualities for internet banking distribution channel. In this study, it was tried to understand users thoughts about service quality in internet banking area. Practice study was done in internet banking users of Kuveyt Turk Participation Bank. Study results show that how the electronic banking services are perceived by users and what users expect from internet banking services.

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