‘Customer Satisfaction’, Loyalty and ‘Adoption’ of E-Banking Technology in Mauritius

Abstract

Small Island, Mauritius is adopting drastic changes with reference to technology. The prime focus of extant study is exploratory in nature and trying to examine the relationship between the factors that are inspiring Mauritian consumers and customers to go with technology and technological advances that are user friendly. E-banking services are one among them. Also, try to test which of the dimensions has the strongest potential in influencing ‘e-customer’. This study focuses mainly on perception of the customer, e-banking adoption motif, ‘e-banking satisfaction’ and ‘quality’ of ‘e-banking services’ in Mauritius. Primary data is collected with the help of drop-off survey and were statistically analysed with the help of Structural Equation Modelling (SEM) and ordered probit and logit regressions. The empirical evidences of this study reveals, reliability, responsiveness, secured transaction, comfort, efficiency, dependence and ease-of-use has a striking impact on the ‘customer satisfaction’ and e-loyalty. With these findings, for Mauritian content, ‘electronic banking’ would be indispensable ‘banking service’ that can be, provided, well executed to improve ‘e-customer satisfaction’ and ‘e-customer loyalty’ to sustain goodwill of the e-banking customers. Relative importance and service quality of e-banking technology at Mauritius would support the banking industry to motivate the customers.