Relationship between e-banking service quality based on the e-SERVQUAL model and customer satisfaction: a study in a Peruvian bank

Abstract

The modernization of banking is a challenge brought about by significant technological advances in information technology. This situation should be followed by high-quality products, prompt service, and the use of digital tools to assist consumers in their financial operations. The purpose of this study is to ascertain the connection between customer satisfaction in the Peruvian financial industry and service quality in electronic banking. A questionnaire with 24 items was given to 346 participants as part of a quantitative, correlational, cross-sectional, and non-experimental methodology. Data were processed using the SPSS program and descriptive and correlational statistics (Spearman’s coefficient). The results indicate that 45.1% of respondents do not think digital banking is simple to use, 60.1% disagree with accessibility, and 63.9% do not think the website’s organization is attractive. Nevertheless, these findings can be used to inform changes that will benefit users and serve as a warning for institutions to make better decisions. The hypothesis test indicates that there is a positive and significant correlation between the e-banking service quality variables and customer satisfaction, leading to the conclusion that the majority of customers are not satisfied with the e-banking service of the financial institution under study.