A Measure of E-Service Quality for Banks

2018 ◽  
pp. 219-233
Author(s):  
Gazal Punyani ◽  
Sourabh Sharma
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Conceptual Model ◽  
Internet Banking ◽  
Online Banking ◽  
Empirical Estimation ◽  
Online Services ◽  
Banking Service ◽  
Imperative Subject

Evidence exists that delivering superior e-service quality is a vital strategy to success. With the growth in businesses offering internet-based transactions, measuring e-service quality becomes an imperative subject to understand what customers expect and perceive in online banking transactions. It recognizes customers' priority and enhances the long-term relationship with them. This study proposes a conceptual model for measuring internet banking service quality and concentrates on evaluating customers' perceptions and their attitude. For empirical estimation, the data was collected from customers who regularly use online banking facilities. Respondents were asked to fill the standardized questionnaire based on their experience with the online services provided by their banks. The results of this study may help the banks to understand the customers' attitude, which may assist to maintain and improve the service delivery.

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.

scholarly journals CROSS COUNTRY ANALYSIS OF ONLINE BANKING SERVICE QUALITY IN SOUTH AFRICA AND INDONESIA

2020 ◽  
Vol 8 (4) ◽  
pp. 194-203
Author(s):  
Johan W de Jager ◽  
◽  
Nuri Wulandari ◽  
Elizma Wannenburg ◽  
◽  
...  
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Online Banking ◽  
High Tech ◽  
Banking Services ◽  
Banking Service ◽  
Country Analysis ◽  
Cross Country ◽  
Automatic Teller Machines

Since the introduction of automatic teller machines, the online banking industry have evolved rapidly in order to stay abreast of today’s digital savvy customers. By keeping up to date with changes in the external environment as well as consumer needs can elevate the competitive advantage of banks. With that in mind, banks need to ensure that the service quality of the online banking services meets the expectations of its customers. The objective of the study is to evaluate and investigate the online banking customers’ perceptions of the service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted among more than 300 respondents from both countries. The results revealed that within the eight dimensions of online banking service quality, each of the countries have different experiences when it comes to “high tech” versus “high touch”. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. By understanding the perceptions of online banking customers in two developing countries can assist financial institutions with the development of new services or technologies that will enhance the online banking experience.

scholarly journals The Factors Affecting the Adoption of Online Banking Services by Civil Servants in Cameroon

2020 ◽  
Vol 5 (7) ◽  
pp. 1452-1459
Author(s):  
Lith Enestine Tembon Ambit
Keyword(s):  
Customer Service ◽  
Descriptive Analysis ◽  
Internet Banking ◽  
Online Banking ◽  
Civil Servants ◽  
Banking Services ◽  
Factors Affecting ◽  
Insignificant Effect ◽  
Internet Fraud ◽  
Banking Service

Factors affecting the adoption of online banking services by civil servants in Cameroon was examined in this survey. Raw data were gotten through questionnaire which was distributed mostly among the civil servant in Douala of Cameroon. The analyses used in this survey were crosstabs test, descriptive analysis, factor analysis, correlation test, and regression test. The findings revealed that awareness factor has a positive and significant effect on online banking, security & trust assurance showed a negative and insignificant effect on online banking service, innovative factor displayed a negative and insignificant effect on online banking service, and customer service assurance revealed positive but has insignificant impact on online banking service. It was concluded that internet banking is difficult to understand and its time consuming among many of the users and internet fraud discourages the use of internet banking in Cameroon. Additionally, the dissemination of information through the internet is not mostly secure and efficient.

Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers

2016 ◽  
Vol 34 (6) ◽  
pp. 841-867 ◽  
Author(s):  
Samson Yusuf Dauda ◽  
Jongsu Lee
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Transaction Cost ◽  
Conjoint Analysis ◽  
Discrete Choice ◽  
Waiting Time ◽  
Consumer Preference ◽  
Content Type ◽  
Banking Service ◽  
Nigerian Banking

Purpose The purpose of this paper is to evaluate the perceptions of Nigerian banking customers regarding customers’ evaluation of their banks service quality based on their banks actual performance on current banking service delivery. Design/methodology/approach A survey has been used to collect primary data and 1,245 usable questionnaires were used in the analysis. A conjoint analysis with stated preference data were used to construct the consumers’ behavior, while discrete choice method was employed to evaluate the preferences. More information was obtained by in cooperating heterogeneity into the model by the random coefficient and the test variance with the primary attributes and social demographics and individual characteristics. Findings Discrete choice analysis shows that bank management should focus on: reduction of transaction errors, transaction cost, waiting time and initial online learning time. This four attributes have strong impact on customer’s satisfaction depending on quality performance. Relative to other services the reduction in waiting time and transaction cost are the most important services to the Nigerian banking customers. Other findings of willingness to pay and consumer preference for other attributes reveal more information for improved banking policies. Research limitations/implications The sample only focussed on the urban areas and did not consider rural dwellers. Future research should aim to improve on these by including a variable in the utility set up that captures the distance of the respondent to the main city. Practical implications Nigerian banking customers do not care about a friendly smile as customer care. Rather, they value more on the waiting time and transaction cost showing that convenience and cost dimensions have strong and direct effect on service quality. Other dimensions identified includes, reliability, product portfolio, security and privacy, ease of use, accessibility, and competence and credibility. Originality/value This study has drawn on a sample of 1,245 Nigerian banking customers and evaluating how the survey respondents perceive their respective banks’ performance by their evaluation of the current banking service delivery.

Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty

2016 ◽  
Vol 7 (1) ◽  
pp. 1-17 ◽  
Author(s):  
Pham Long ◽  
Phan Dien Vy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Relevant Literature ◽  
Internet Banking ◽  
Three Dimensions ◽  
Online Information ◽  
System Quality ◽  
Banking Service

Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking service quality, customer satisfaction and customer loyalty in the context of Vietnam - emerging as a new potential market. The findings of this study indicate that three dimensions of internet banking service quality namely online customer service quality, online information system quality and banking service product quality are found to be statistically significant in determining overall internet banking service quality. In addition, overall internet banking service quality has significant impact on customer satisfaction and in turn customer satisfaction has significant impact on customer loyalty. Implications and recommendations are discussed with the aim of improving internet banking services, customer satisfaction and customer loyalty.

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