scholarly journals A Study on Relationship between Internet Banking Portal Service Quality and Customer Satisfaction toward the Bank

2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Nirav B. Halvadia ◽  
Shekha Halvadia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Internet Banking

Perceived overall service quality and customer satisfaction

2018 ◽  
Vol 36 (5) ◽  
pp. 908-930 ◽  
Author(s):  
Sedigheh Moghavvemi ◽  
Su Teng Lee ◽  
Siew Peng Lee
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internet Banking ◽  
Foreign Bank ◽  
Foreign Banks ◽  
Content Type ◽  
Innovative Products ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine the overall service quality and customer satisfaction of both foreign and local banks. Design/methodology/approach The data used to test the hypothesis were collected from 748 foreign and local bank customers in Malaysia. The research model was analysed using a structural equation modelling technique. Findings Results show that knowledge and staff competencies, as well as convenience of the bank is more significant for local bank customers while bank image and internet banking are important components for foreign bank customers. The results also reveal that foreign bank customers have higher satisfaction as compared to local bank customers. Research limitations/implications No analysis is undertaken of any difference in the service quality dimensions between banks of different size. Further research on banking services could usefully test services quality dimensions across banks of different sizes. Practical implications The findings serve as a valuable reference for local banks understand service quality challenges they may face from foreign banks in this competitive industry. Findings suggest that, to provide high-quality services, financial institutions need to heighten customer satisfaction differentiation strategies. Originality/value The outcomes of this study enhance the knowledge on the performance of both local and foreign banks in Malaysia as well as customer satisfaction, which are invaluable to all bank managers and industry players in improving their services.

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.

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.

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 The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking

2013 ◽  
Vol 81 ◽  
pp. 469-473 ◽  
Author(s):  
Mohd Shoki Md Ariff ◽  
Leong Ooi Yun ◽  
Norhayati Zakuan ◽  
Khalid Ismail
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Internet Banking

Internet service quality and customer satisfaction: Examining internet banking in Greece

2009 ◽  
Vol 20 (2) ◽  
pp. 223-239 ◽  
Author(s):  
Ilias Santouridis ◽  
Panagiotis Trivellas ◽  
Panagiotis Reklitis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Internet Banking ◽  
Internet Service
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