scholarly journals Customers' Perception and Satisfaction towards E-Banking Service in Yemen and Its Quality

2021 ◽  
pp. 232-241
Author(s):  
Mohammed M. H. Qasabah ◽  
Abbokar Siddiq
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Descriptive Study ◽  
Website Design ◽  
Banking Services ◽  
Customer Perception ◽  
Banking Service ◽  
Design Reliability ◽  
Quantitative Descriptive

Providing quality e-banking services helps banks to achieve customer satisfaction, which in turn affects banks' overall financial performance. Therefore, there is need for banks to monitor the quality of the e-banking services they provide. The present study is a quantitative descriptive study intended to measure the level of customer perception and satisfactions towards e-banking service in Yemen and its quality (i.e, overall e-banking service quality as well as the quality of its dimensions: website design, reliability/fulfillment, privacy/security and customer service). The sample included 454 respondents drawn from the population of customers of Yemeni banks that provide e-banking service. The tool of data collection was questionnaire developed by the researchers. The study revealed that the level of customer perception and satisfactions towards e-banking service in Yemen was moderate, and the overall e-banking service quality as well as the quality of its dimensions (website design, reliability/fulfillment, privacy/security and customer service) was also moderate.

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 Analysis of Mediating Effect of Customer Perception in Relation to Service Quality and Customer’s Satisfaction in Online Banking Services

2021 ◽  
Vol 12 (2) ◽  
pp. 2421-2427
Author(s):  
Rohit Mahajan , Et. al.
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Online Banking ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Banking Services ◽  
Customer Perception ◽  
Cronbach's Alpha ◽  
Banking Service

Qualities of service act as significant in the competition, putting effect upon customer’s satisfaction. This research aims for assessing how service quality puts impact customers’ satisfaction in the online banking service.  E-SERVQUAL with dimensions: efficiency, fulfillment, security, quick responses and easiness to use has been utilized to assess services’ qualities of service rendered by bank over internet. The pilot’s study was done with 33 responses and cronbach’s alpha was 0.882, which shows that  the collected data is valid. A questionnaire comprising of 23 statements was made and 262 responses were analyzed by doing EFA through SPSSv21 and CFA & Structural Equation Modeling using SPPS AMOS 21.  

scholarly journals Analysis of the Effect of Service Quality, Knowledge Level, and Islamic Financial Literacy Level on Muslim Community Decisions to Use Islamic Bank Services

2021 ◽  
Vol 8 (9) ◽  
pp. 60
Author(s):  
Hermanita Hermanita ◽  
Suci Hayati
Keyword(s):  
Service Quality ◽  
Financial Literacy ◽  
Islamic Banking ◽  
Muslim Community ◽  
Banking Services ◽  
Islamic Bank ◽  
Banking Service ◽  
Knowledge Quality ◽  
Level Of Knowledge

This study was conducted to find out how the influence of the level of knowledge, quality of Islamic banking services, and the level of Islamic financial literacy possessed by the Muslim community on decision making using Islamic banking service products. The research was conducted with a quantitative and causal associative approach. The study was conducted on 100 respondents who are Islamic bank customers in Metro City, Lampung, Indonesia. The data obtained through filling out the questionnaires were then analyzed by statistical analysis using multiple linear regression. The results of data analysis in this study indicate a significant influence between the level of knowledge, service quality, and the level of Islamic financial literacy on the decision of the Muslim community to use Islamic banking services.

scholarly journals An Empirical Investigation of E-banking Service Quality Customer Trust and Customer Loyalty of Pakistani Banks

2021 ◽  
Vol 3 (3) ◽  
Author(s):  
Shakeel Ahmad ◽  
Farheen Zahrah Hussain ◽  
Khawar Naheed ◽  
Muhammad Sadiq Shahid
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Three Dimensions ◽  
Website Design ◽  
Banking Services ◽  
New Era ◽  
Banking Service ◽  
Customer Trust ◽  
Relationship Of

Purpose: Technological evolution has transformed businesses in the new era. Modern paradigms shift towards adoption of gadgets that has changed the methods of providing services to clients. Banks provided themselves with the current contrivances to offer creative and dynamic types of assistance to customers. Banks has now offering "advanced and digital banking" through e-banking services to facilitate their customers. However, there are several e-banking services depends on e-service quality that affects loyalty of their customers.  The main purpose of the current study is to measure the direct relationship of e-banking service quality on customer loyalty and also indirect effect of trust as mediating variable. Design/Methodology/Approach:  The data was collected from 250 clients using questionnaire from top five commercialized banks of Pakistan. Convenient sampling technique was used to collect the information. PLS-SEM was employed to statistically test the data. Findings: This study found significant direct effect of e-banking service quality through its three dimensions “reliability, website design and security” on customer loyalty. In addition, the results also supported the mediation of three dimensions of e-banking service quality with customer loyalty. Implications/Originality/Value: All three dimensions increase the customer loyalty and trust played important role it this mechanism. 

The influence of e-banking service quality on customer loyalty

2019 ◽  
Vol 37 (5) ◽  
pp. 1119-1142 ◽  
Author(s):  
Amit Shankar ◽  
Charles Jebarajakirthy
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Relational Theory ◽  
Equation Modeling ◽  
Website Design ◽  
Initial Trust ◽  
Privacy And Security ◽  
Banking Services ◽  
Content Type ◽  
Banking Service

Purpose Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to empirically investigate a comprehensive moderated mediated mechanism for enhancing customer loyalty toward e-banking platforms via e-banking service quality (EBSQ) practices. Reliability, website design, privacy and security and customer service and support are the dimensions of EBSQ. Design/methodology/approach Data were collected through structured questionnaires from a sample of 1,028 e-banking users in India. To test the hypotheses, a structural equation modeling approach was used. Findings The findings showed that of the EBSQ dimensions, reliability along with privacy and security enhanced customer loyalty to e-banking. The initial trust in e-banking mediates the effects of EBSQ dimensions on customer loyalty except for website design. The mediation effects of initial trust varied between high and low-involved consumers. Research limitations/implications This study was conducted with e-banking users in one country using cross-sectional data. Hence, the model should be replicated among e-banking users in other countries and with the longitudinal data. Practical implications Establishing a loyal customer base is an important goal for banks. This study demonstrates which specific EBSQ dimensions banks should emphasize to enhance consumers’ initial trust and loyalty toward e-banking services. Originality/value This study suggests a moderated mediated mechanism for enhancing customer loyalty to e-banking, which incorporates initial trust as a mediator and consumer involvement as a moderator. It applies cognitive-motivation-relational theory to link EBSQ dimensions with customer loyalty. Thus, this study enables a better understanding of this theory in the e-banking context.

The role of tacit knowledge on service quality – An applied Study on the Faisal Islamic Bank of Sudan –: أثر المعرفة الضمنية في جودة الخدمة – دراسة تطبيقية على بنك فيصل الإسلامي السوداني –

2021 ◽  
Vol 5 (20) ◽  
pp. 134-120
Author(s):  
Inaam Moustafa Gadeen Inaam Moustafa Gadeen
Keyword(s):  
Service Quality ◽  
Tacit Knowledge ◽  
Innovation Management ◽  
Training Experience ◽  
Banking Services ◽  
Local Staff ◽  
Islamic Bank ◽  
Banking Service

Knowledge has already been highlighted as the most crucial component for the organization and competitiveness of banking institutions. However, the role of tacit knowledge on service quality remains unclear. The purpose of this study was to understand the role of tacit knowledge dimensions including qualification, training, experience, and intuition on the quality services of Faisal Islamic Bank of Sudan. The study population consisted of various levels of employees and administrative staff. The information was collected through a questionnaire as a study tool depending on purposive sampling and descriptive-analytical method. The results showed that the bank is using knowledge dimensions to improve banking service, however, there was no variation on knowledge application among the respondents, although, the combination of tacit knowledge dimensions showed a significant impact on the quality of banking service. This finding suggests the adoption of tacit knowledge to improve the quality of service at the bank. Further, the temporary engagement of foreign experts would be a better choice for the capacity building of local staff and improvement of banking services. Further study to investigate the role of tacit knowledge on innovation management of banking services in Sudanese banks is recommended.

scholarly journals How Service Quality Affects Customer Loyalty in the Online Transportation

2018 ◽  
Vol 2 (3) ◽  
pp. 105-108
Author(s):  
Putu Gde Arie Yudhistira
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Rapid Growth ◽  
Descriptive Study ◽  
Survey Method ◽  
Provincial Capital ◽  
Quantitative Descriptive

Online transportation in Indonesia is experiencing rapid growth. The existence of online transportation is not only in big cities, but has begun to spread to areas that can be categorized as second cities, including Denpasar City as the provincial capital of Bali. Increasingly intense competition, especially in the field of online transportation, where many producers are involved in fulfilling the needs and wants of consumers, causing each service company to place customer satisfaction orientation as the main goal to win the competition. This study aims to determine the effect of service quality offered by online transportation to customer satisfaction in Denpasar City, with the number of respondents as many as 100 respondents. This research is a quantitative descriptive study and the method of this research is a survey method with a questionnaire instrument. The results of the study influence the quality of service on customer satisfaction by 43.5% while the remaining 56.5% can be explained by other causes not examined in this study.

scholarly journals PENGARUH E-SERVICE QUALITY, DAN KEPERCAYAAN ONLINE TERHADAP MINAT PEMBELIAN TOKO ONLINE DI TOKOPEDIA

2018 ◽  
Vol 6 (2) ◽  
pp. 83
Author(s):  
Nurlina Nurlina
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Purchase Intention ◽  
Data Interpretation ◽  
Website Design ◽  
Repurchase Intentions ◽  
Online Trust ◽  
Collection Data ◽  
Online Buying

<p align="center"><strong><em>ABSTRACT</em></strong><strong><em></em></strong></p><p align="center"><strong><em> </em></strong></p><p align="justify"><em>The aim of this study is to determine the influences of e-service quality, and online trust on the online buying interest in </em>Tokopedia<em>. The study use a method of quantitative approach, due to in this study frequently presented numbers, started from the data collection, data interpretation until the result of study. Based on the result of questionnaires, it indicate the quality of Website Design, Reliability, Security, and Customer Service in </em>Tokopedia<em> have positive influences on the online trust. The questionnaires result also indicates that the quality of Online Trust on the Purchase Intentions in </em>Tokopedia<em> has a good quality which is evidenced by the Repurchase Intentions among the consumers.</em><em></em></p><p><em> </em></p><p align="justify"><em>Keywords: e-service quality, online trust, purchase intention</em>, tokopedia</p>

The Determinants of Service Quality and Its Impact on Customer Satisfaction (A Survey of Islamic Banks Customers in Indonesia)

2017 ◽  
Vol 2 (4) ◽  
pp. 36-45
Author(s):  
Salamah Wahyuni ◽  
Arif Lukman Santoso ◽  
Yacob Suparno
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Personal Characteristics ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Automatic Teller Machine

Objective - This study examines the factors affecting the quality of Islamic banking services in Indonesia, and its impact on customer satisfaction. Methodology/Technique - Questionnaires were distributed to 300 people, with 286 respondents having completed and returned the questionnaires. A descriptive analysis was conducted to ascertain the elements of Islamic banking services. Further, multiple regression analysis was used to analyze the influence of the quality of Islamic banking services on customer satisfaction. The results show that all elements of banking services are not in accordance with the expectations of the respondents as customers, particularly with respect to Automatic Teller Machine ('ATM') services. Findings - The results show that, with respect to all elements examined, the value of expectations was higher than the service received by customers. In addition, not all of the study hypotheses were accepted. The expectations of banking services were not influenced by Word of Mouth ('WOM'), personal characteristics or experience. Further, the source of information obtained, the age or income of the respondents, and their education and experience, did not have an affect on the expectations of Islamic banking services. Novelty - A high quality of Islamic banking services significantly affects customer satisfaction. In an effort to improve services in that industry, Islamic banking in Indonesia would benefit from placing more attention on all elements of the services provided to customers, particularly ATM services. Further, based on the findings of this study, the elements of customer service should be addressed regardless of the characteristics of the customers, such as age, income, education or experience. Type of Paper - Empirical Keywords: Service Quality; Customer Satisfaction; Islamic Banks; Indonesia. JEL Classification: G20, G21, G29.

scholarly journals PENGARUH E-SERQUAL TERHADAP COMMITMENT DAN SATISFACTION SEBAGAI VARIABEL INTERVENING “KASUS PENGGUNA E-BANKING DI KOTA PADANG”

2020 ◽  
Vol 22 (1) ◽  
Author(s):  
Wirda Yaniariza ◽  
Syafrizal Syafrizal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internet Banking ◽  
Equation Model ◽  
Website Design ◽  
Financial Service Authority ◽  
Banking Services ◽  
Banking Service ◽  
Internet Banking Services

In this digital edge, Indonesian Financial Service Authority (OJK) has encouraged bank industry to develop internet banking services. This service has changed the way customer interact with the bank from face to face interaction to online interaction. The development of this internet banking services have triggered marketing researcher to investigate how this service can influence customer satisfaction and commitment.  This study aims to examine the effect of internet banking service quality on customer satisfaction and commitment. A questionnaire survey has conducted to 130 bank customer’s in Padang. Research instruments of this study have been adapted from many previous studies. Structural Equation Model analysis technique has been used to analyze the data of this research. The result of this study found that the dimension of internet banking service quality such as easy to use, website design, privacy, responsiveness, efficiency and reliability have significant effect on customer satisfaction. Furthermore, it was found that customer satisfaction has significant effect on customer commitment.Keywords: Commitment, Stisfaction, E-Banking

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