Examination of Internet Banking Customer Perception of Service Quality

2017 ◽  
pp. 253-263 ◽  
Author(s):  
Nilanjan Ray ◽  
Tilak Nath Ghosh ◽  
Krishnendu Sen
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Primary Data ◽  
Personal Contact ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Customer Perception ◽  
Quality Dimensions ◽  
Major Factors ◽  
The Impact

The present study empirically examines the impact of internet banking service quality dimensions on Customer Satisfaction. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t- test. It was also found that customers are satisfied with IS-QUAL dimensions. Service quality has become as one of the major factors of the client satisfaction.

Impact of Internet Service Quality (IS-QUAL) on Client Satisfaction

2016 ◽  
pp. 371-388 ◽  
Author(s):  
Nilanjan Ray
Keyword(s):  
Service Quality ◽  
Client Satisfaction ◽  
Internet Banking ◽  
Primary Data ◽  
Personal Contact ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Internet Service ◽  
Quality Dimensions ◽  
The Impact

The present study empirically observes the impact of internet banking service quality dimensions on Client Satisfaction (CS). This study explores the potential dimensions of Internet Service Quality (IS-QUAL) dimensions and examines its impact on client satisfaction and client behavioral intentions in the banking context in India. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and simple regression analysis. The findings revealed impact of IS-QUAL dimensions are namely Trustworthiness, Awareness, Accessibility, Rigidity, Navigation, Communication and Web Customization/Personalization on client satisfaction.

Expectation and Perception of Internet Banking Service Quality of Select Indian Private and Public Sector Banks

2017 ◽  
pp. 58-68 ◽  
Author(s):  
Nilanjan Ray
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Primary Data ◽  
Personal Contact ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Internet Service ◽  
Research Survey ◽  
Indian Banks

This research paper mainly deals with expectation and perception of service quality of select Indian Banks i.e. SBI and HDFC on the customer satisfaction. The research survey was based on IS-QUAL dimensions (Ray & Ghosh,2014) a diagnostic model developed in 2014, which measures service quality and internet service quality in terms of customer expectations and perceptions of banking services. This present research tends to evaluate the overall idea of expected and perceived services of the two banks. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t- test.

scholarly journals Service tangibility on repeat visits in two-five star rated hotels in Nairobi County

2020 ◽  
Vol 9 (5) ◽  
pp. 333-340
Author(s):  
Nancy Kaseki Musembi ◽  
Louise Ngugi ◽  
Methuselah Bichage
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mixed Methods Research ◽  
Quality Attributes ◽  
Tourism Industry ◽  
Primary Data ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
The Impact ◽  
Repeat Visits

This study evaluated the influence of service tangibility on repeat visits in two-five star rated Hotels in Nairobi County. The significance of service quality cannot be overemphasized it is generally accepted that the interplay of service quality, customer satisfaction, and repeat visitation represents an attractive, cost-effective approach to gain a competitive advantage for most companies though the hotel industry is a very important sector in Kenya as it has many contributions to the economy. The tourism industry in Kenya is currently facing slow progress and the hotels are losing a lot of revenue due to poor services. The main objective of the study was to determine the influence of service tangibility on repeat visits in two-five star-rated hotels in Nairobi County. The specific objectives were to examine Quality and Cleanliness, the influence of Good Menu, and the impact of Comfortable Beds on repeat visits in two-five star-rated hotels in Nairobi. Mixed methods research design was applied based on a cross-sectional survey. The target population comprised of customers in 2-5 star rated hotels in Nairobi County. A questionnaire was used to collect primary data and the researcher conducted a pre-test of the research instruments to establish their validity. The study showed that there is a positive effect of quality attributes on customer satisfaction and customers’ repeat visits to hotels. The study concluded that majorly, the individual service quality attributes and the level of customer satisfaction influence repeat visits in star-rated hotels in Nairobi County

The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

2021 ◽  
Vol 2 (4) ◽  
pp. 1415-1422
Author(s):  
Deni Ardiansyah ◽  
Lies Handrijaningsih
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Internet Banking ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Banking Service ◽  
Electronic Service ◽  
The Impact

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.  

scholarly journals Internet Banking and its Impact on the Service Quality of the Banks in Punjab

2014 ◽  
Vol 5 (2) ◽  
pp. 748-757
Author(s):  
Rajni Bhalla ◽  
Inderpal Singh
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Secondary Data ◽  
Internet Banking ◽  
Annual Reports ◽  
Primary Data ◽  
Probability Method ◽  
The Impact

The changes in IT sector constantly influencing the performance of banking sector in the world. The emergence of internet banking has changed the way of banks of how to offer the products and services to the customers. In order to survive in the rapidly changing technological environment, the banks are required to adapt such changes and to maintain and improve the services which they are offering to their customers in order to attain the customers satisfaction. Now the term quality does not only include the products but also the services. This paper deals with the internet banking operations and how it affects the service quality of the banks in Punjab. The research is much more of qualitative nature but to prove facts and figures quantitative approach is also used in the paper. The research is descriptive as well as explanatory. In order to arrive at the sample size, non probability method has been used. For the primary data collection a structured questionnaire is used to record the response of various respondents. Secondary data has been collected from annual reports, other published literature of the banks etc. In order to test the impact of internet banking on the service quality of banks seven service quality dimensions model is used. A model with seven dimensions service quality named reliability, assurance, responsiveness, empathy, tangibility, security and communication is used to complete the study. In these seven dimensions 37 variables are covered. For the data analysis the statistical package SPSS 20 is used.  Descriptive statistics is used to analyse the data. The research proves that all the dimensions which are included in the study have a positive impact on the service quality of banks providing internet banking services to their customers in Punjab. The recommendations are also discussed with which the service quality and customers satisfaction can be improved.

scholarly journals THE IMPACT OF SERVICE QUALITY ON USER SATISFACTION: A CASE STUDY OF SELECTED PUBLIC LIBRARIES IN BANGLADESH

2021 ◽  
pp. 309-316
Author(s):  
Md. Amanullah ◽  
Mahamudul Hasan ◽  
Md.Hafez
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Public Libraries ◽  
Public Library ◽  
Primary Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Public Library Management ◽  
The Impact ◽  
Library User

The objective of the study is to examine the impact of service quality dimensions on user satisfaction of the public library in Bangladesh. A structured questionnaire had been developed and distributed among 150 respondents who are taking public library services from Barisal and Patuakhali district. Random sampling method was applied to collect primary data. Several hypotheses have been extracted from the conceptual framework and are tested using multiple regression analysis. Findings of the study showed that service quality dimensions have a certain degree of relationship with public library user satisfaction. It is also shown that tangibles are the most dominant predictors among four (4) significant predictors which mostly lead to public library user satisfaction. Besides, results also show empathy, and the assurance dimension plays a significant role in user satisfaction. Therefore, these findings will beneficial for those who are solely responsible for public library management and can get an idea to improve the overall service quality of public libraries to provide a high degree of satisfaction. KEYWORDS: SERVQUAL, Tangibles, Responsiveness, Reliability, Assurance, Empathy, Satisfaction

scholarly journals Service Quality and Passengers’ Loyalty of Public Transportation Companies

2021 ◽  
Vol 4 (4) ◽  
pp. 82-98
Author(s):  
Aniebiet E. ◽  
Joseph A.A. ◽  
Edim E.J. ◽  
Rosemary M.
Keyword(s):  
Service Quality ◽  
Travel Time ◽  
Public Transportation ◽  
Positive Influence ◽  
Primary Data ◽  
Road Transportation ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Positive Effects ◽  
Public Road

This study examined service quality and passengers’ loyalty of public transportation companies. It was carried out to determine the effects of passengers’ safety, passengers’ comfort, drivers’ competence, travel time and vehicle cleanliness on passengers’ loyalty of public transportation companies. The study adopted cross-sectional survey research design. Primary data were obtained from 228 passengers of public road transportation companies using an adapted structured questionnaire. Data analysis was done using descriptive statistics while multiple linear regression was adopted to test the hypotheses of the study with the aid of the Statistical Package for the Social Sciences (SPSS 23) software. The findings of the study revealed that passengers’ safety, passengers’ comfort, drivers’ competence and vehicle cleanliness had significant positive effects on passengers’ loyalty of public transportation companies, while travel time had a non-significant effect on passengers’ loyalty in this regard. Therefore, the study concluded that, to a large extent, service quality has a significant positive influence on passengers’ loyalty of public transportation companies. Practical implications and suggestions for further studies were made consequently.

scholarly journals The effect of entrepreneurial orientation on the export performance of apparel industry

2021 ◽  
pp. 11-20
Author(s):  
Kamal Hossain ◽  
Ilhaamie Binti Abdul Ghani Azmi
Keyword(s):  
Least Squares ◽  
Risk Taking ◽  
Entrepreneurial Orientation ◽  
Export Performance ◽  
Apparel Industry ◽  
Primary Data ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
High Level ◽  
The Impact

This study examines the impact of entrepreneurial orientation (EO) dimensions on the apparel industry's export performance. EO considers as innovativeness, proactiveness, and risk-taking dimensions. The determinants of export performance are firms' financial, strategic, and satisfaction levels of performance. A cross-sectional survey is carried out by providing a questionnaire to high-level managers and owners of the MLEs. Primary data of 339 treated by partial least squares (PLS-SEM) technique examines EO dimensions' impact on export performance. The findings of this study revealed that innovativeness and proactiveness positively and significantly impact export performance. However, risk-taking dimension does not affect export performance.

scholarly journals Predictors of Patient Satisfaction; Quality Dimensions and Demographic Characteristics

2020 ◽  
Author(s):  
Pouria Farrokhi ◽  
Asgar Aghaei Hashjin ◽  
Rafat Bagherzadeh ◽  
Ehsan Zarei
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Cost Effective ◽  
Cross Sectional Study ◽  
Demographic Characteristics ◽  
Teaching Hospitals ◽  
Cross Sectional ◽  
Outpatient Departments ◽  
Quality Dimensions ◽  
The Impact

Abstract Background: The healthcare industry is increasingly growing in a competitive atmosphere. One of the essential key issues for the survival of healthcare organizations is patient satisfaction. This study aimed to investigate the impact of health service quality and demographic characteristics on patient satisfaction with outpatient departments at teaching hospitals affiliated with Tehran University of Medical Sciences in Iran.Method: This cross-sectional study was conducted in 2018. A sample of 400 patientsreferring to outpatient departments at teaching hospitalswasrandomly selected. A valid and reliable questionnaire was used to collect data which were then analyzed by using SPSS 23. Results: The mean scores of service quality and patient satisfaction were 3.73 ± 0.51 and 3.61 ± 0.97 out of 5, respectively. Moreover, patients’ demographic characteristics; age, marital status, residence area, and service quality dimensions; admission process, physician consultation, service costs, accessibility, and appointment were identified as the most effectivefactors on patient satisfaction. Conclusion: In order to increase patient satisfaction, physicians and reception staff are advised to provide patients with useful information and cost-effective services. Nonetheless,it seems necessary for teaching hospitalsto establish plans which facilitate payment, appointment, and examination process.

scholarly journals Workplace Conflicts and Perception of Quality Higher Education in Ghana

2022 ◽  
Vol 4 ◽  
pp. 1-14
Author(s):  
Peter Yidana
Keyword(s):  
Higher Education ◽  
Negative Relationship ◽  
Northern Ghana ◽  
Primary Data ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Interpersonal Conflicts ◽  
Workplace Conflicts ◽  
Perception Of Quality ◽  
The Impact

Conflicts as a complex reality are common in higher education settings. Unfortunately, little is known about their impact on perceptions of the quality of higher education. This study assessed the impact of structural and interpersonal conflicts on the perception of quality higher education. To obtain the data, the study used a cross-sectional survey research design. The study sampled 310 academic and administrative staff from three universities in Northern Ghana using a multi-stage sampling technique. The questionnaire was the primary data-gathering tool. The prevalence of conflicts and perception of quality in higher education were assessed using simple frequencies and percentages, while the structural equation modelling technique was used to investigate the complex relationship among structural conflicts, interpersonal conflicts, and perception of higher education quality. The results indicate that most workplace conflicts in higher education are structural in nature, arising from jurisdictional uncertainties, interdependence, and authority relationships. The findings further indicate that structural and interpersonal conflicts have little influence on perceptions of quality higher education. Nevertheless, in terms of direction, structural conflicts have a positive link with the perception of quality higher education, whereas interpersonal conflicts have a negative relationship. It is hereby recommended that a cross-sectional survey on the influence of conflicts on effective teaching and learning in public universities in Ghana should be conducted.

Sign in / Sign up

Export Citation Format

Share Document