Abstract
Advancements in technology-based systems has resulted in banks using service delivery channels such as internet banking and Automated Teller Machines (ATMs) to interact with customers. To ensure a competitive edge in the marketplace banks' knowledge of the determinants of internet banking service quality is essential. The purpose of this study was, therefore, to investigate consumer views and concerns regarding internet banking services in South Africa. A qualitative research approach using a focus group and in-depth interviews were conducted to collect data from South African consumers of internet banking services. The Atlas.ti software was used in the content analysis of the interview transcripts. Four themes, namely internet banking service quality, customer value, customer satisfaction and customer loyalty, were identified as important facets of internet banking services that could improve the overall internet banking service quality at a consumer level.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
