E-banking Satisfaction Research Articles

E-Banking Technology: A Comprehensive Study on Customer Satisfaction and Bank Services

This paper explores the dynamic landscape of e-banking technology, emphasizing advancements in hardware, software, and networks to deliver innovative solutions. It highlights moderate e-banking adoption among surveyed individuals, underscoring the crucial role of customer satisfaction in banking services. Despite this, critical gaps are identified, motivating the study to provide a detailed analysis of responses concerning cloud services, bank system security, service quality, and e-learning initiatives. With meticulous data collection from 125 respondents, primarily students from Tangerang actively using e-banking, the research investigates the frequency and patterns of e-banking usage. Through comprehensive descriptive analysis, the study offers insights into customer satisfaction in the e-banking domain and sets the stage for future causal research. Its ultimate goal is to enhance comprehension of the factors influencing customer satisfaction in e-banking.

Influences of price fairness, convenience and risk on service value development influencing E-banking satisfaction: Technological competency as a moderator

Offering users high e-banking satisfaction can help banks retain their customers and business successes in the competitive era of banking 5.0. This research aims to explore significant factors influencing e-banking satisfaction by examining how convenience, price fairness, and perceived risk influence perceived value which further influences customer satisfaction in the e-banking service context. Meanwhile, technological competency was also tested as a moderator between perceived value and satisfaction. 550 Cambodian e-banking users were invited to join the survey processes via self-administered questionnaires. The results were analyzed using a path analysis technique. Results indicated that price fairness, convenience, and perceived risk influenced perceived e-banking value. Furthermore, perceived e-banking value influenced e-banking satisfaction. Finally, technological competency played a significant role in moderating the relationship between perceived e-banking value and satisfaction.

Consumer satisfaction in E-Banking

Consumer satisfaction in E-Banking

Impacts of Internet Banking on Customer Satisfactions in Rawalpindi & Islamabad

It presents how e-banking affects customer satisfaction in verified traditional banking administration, its relationship with age, occupation and education, its effect on branch visits, customer's understanding of e-banking, possibilities and difficulties, etc. of electronic banking. -banking. This article attempted to view all of the above out of 200 successfully completed and returned questionnaires from e-banking customers. In this study, tables, graphs, standard deviations, normality tests, and correlations were used to examine whether customers visit branches when e-banking is important and the qualitative relationship between segments and e-banking according to regression analysis. The test was carried out. Clarify the factors that determine customer satisfaction in e-banking. The findings inferred that the majority of e-banking customers are younger people, well-informed, paid and personalized agents, financial professionals, and women who are not effectively using e-banking assistance and there is also a link between e-banking and the segment. Electronic banking has further developed customer satisfaction, reduced the frequency of bank lobbies for bank administration, reduced the permanence of the space, and made it an ideal opportunity for customers. E-banking customers, bank customer satisfaction has expanded as a result of becoming e-banking customers, educated customers to control the evolution of records, and is likely to grow bank management electronics in the country.

Enterprise e-banking satisfaction and continuance in business operations

This article aims at examining key determinants and implications of enterprise e-banking satisfaction and continuance in business operations. The empirical results unveil that firms’ satisfaction significantly mediates the effects of trustworthiness, utilitarian value, and usability on firms’ continuance intention to use enterprise e-banking services. The empirical results also suggest that it is fundamental for commercial banks to provide trustworthy and reliable enterprise e-banking services that can efficiently and effectively facilitate firms in different industries to perform banking works and transactions online. The present study makes important contributions to research and practice. The empirically grounded findings enrich the theoretical understanding of the implementation of enterprise e-banking systems and services in business operations and provide managerial insights for the development and enhancement of digital banking and financial services.

Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction

Purpose This study aims to empirically explore e-banking service quality and its impact on the e-banking loyalty through a mediating impact of e-banking satisfaction. The account holders of three domestic systemically important banks of Pakistan were surveyed during COVID-19 to examine the electronic services provided by these banks. Design/methodology/approach The data was collected through an adapted questionnaire by using emails and messaging applications. The database of a local marketing company in Pakistan was used, and 976 responses were included in the analysis. The structured equation modeling was used to test the propositions of study. Findings The findings delineate that reliability and website design proved to increase e-banking loyalty, particularly during COVID-19. The link between e-banking privacy and security and e-banking loyalty was proved as fully mediated by e-banking satisfaction; however, indirect effect of the reliability and website design with e-banking loyalty was partially mediated. Practical implications In strategic planning of e-banking mechanisms and the associated consumer behavior, the results of this study can be helpful for policymakers. In case of similar epidemics and natural calamities, consumers may depict similar behavior as shown during the lockdown and social distancing during COVID-19; hence, the study can help regulatory bodies in preparing their safety roadmap. Originality/value The mediating effect of e-banking satisfaction between privacy & Security and e-banking loyalty implies that customer give importance to secure e-banking platforms. There can be a variation in their loyalty because of privacy concerns. The application of cognitive–motivational–relational (CMR) theory in a relationship between e-banking service quality and e-banking loyalty with a mediating role of satisfaction is an emotional response to capture the behavioral changes during COVID-19. It enables researchers to understand the CMR theory concerning COVID-19 and e-banking perspective.

THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN E-BANKING: EVIDENCE FROM BANKING SECTOR OF BANGLADESH

Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by a company have been met. Thus, customer satisfaction depends on several dimensions of service quality. Electronic banking or simply E-banking enables customers of a bank to conduct a range of financial transactions over the internet. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this study was to examine the relationship between the dimensions of E-banking service quality and customer satisfaction to determine which dimension can potentially have the strongest influence on customer satisfaction. Five service quality dimensions; Dependability, Timeliness, Security & Privacy, Physical facilities and Customize service derived with the support of literature review have been selected as forecasters of customer satisfaction in E-banking. Research design of the study is quantitative. Data has been gathered through already tested questionnaire from 265 E-banking users as respondents from Bangladesh through convenient sampling. Correlation, ANOVA and Multiple Regression model has been used to determine the significance level of the variables for the customer satisfaction in e-banking. Results of the study have revealed that there is significant relationship between service quality dimensions and customer satisfaction. Through this study we can conclude that service quality in E-banking leads to satisfied customers and thus banks can gain competitive advantage by offering better-quality services to their customers in today’s emulous world. KEYWORDS: E-banking, Customer satisfaction, Service quality, Bangladeshi banking sector

Assessment of Customers’ Satisfaction with E-Banking System in the North-Eastern Region of Nigeria

This study assessed customers’ satisfaction with electronic banking system in some selected commercial banks in the North-Eastern region of Nigeria. The study utilized primary data gathered through administration of questionnaires on customers of three (3) commercial banks across the six (6) states of the North-East. A total of four hundred and fifty (450) customers were selected as sample. That is, twenty-five (25) respondents from each of the three (3) banks in a state (i.e. making 75 in a state) were chosen which made up the total of four hundred and fifty (450). Convenience and purposive non-probability sampling techniques were used in selecting the banks and customers respectively. Descriptive and inferential statistics were applied to analyse the data. The results revealed that customers’ satisfaction with e-banking system in the North-Eastern region of Nigeria is strong, positive and statistically significant. This is affirmed by the r-values of 0.752, 0.901, 1.000, 0.637, 0.637 and 0.641 for the respective e-banking satisfaction proxies. The p-values of 0.000 for all the six (6) proxies equally affirmed that customers’ satisfaction with e-banking system is statistically significant at 5%, and even 1% levels of significance. Though the study disclosed statistically significant customers’ satisfaction with e-banking system, the strength of the satisfaction varies among the e-banking satisfaction proxies especially, transaction cost, transaction time and reliability yield higher levels than ease of use, convenience and security/privacy. The study therefore, suggests that commercial banks should improve on ease of use, convenience and security/privacy of the e-banking system which it is hoped might further enhance customers’ satisfaction with the system. Keywords: Electronic banking, Customers’ satisfaction, Commercial banks, North-east Nigeria. DOI : 10.7176/EJBM/11-23-01 Publication date : August 31 st 2019

The effect of service recovery on customers' satisfaction in e-banking: an empirical investigation

The purpose of this paper is to analyse the service recovery strategies associated with customers' satisfaction level of an Iranian private bank. Therefore, by providing an appropriate framework, the relationship between the service failure, service recovery, customers' satisfaction and their subsequent behaviour is examined. In this paper after a survey on different frameworks in a service failure recovery domain from reviewing of literature, the most appropriate framework based on an Iranian private bank situation has been chosen. Then, the conceptual framework is adapted to the mentioned bank by qualitative case study. Since the main motivation of this paper is to provide empirical knowledge about the service failure and recovery in e-banking, therefore, they are determined and listed based on the frequency rate and the effect on the customers respectively by literature review and field studies in an Iranian private bank. Moreover, by combining two suitable frameworks of service recovery literature and adapted to this bank, a conceptual framework is proposed. Due to the short duration of surveying customers' satisfaction in Iranian e-bank, this paper provides an appropriate framework in order to compensate e-bank errors based on the service recovery literature and field studies on an Iranian private bank.

The effect of service recovery on customers' satisfaction in e-banking: an empirical investigation

The purpose of this paper is to analyse the service recovery strategies associated with customers' satisfaction level of an Iranian private bank. Therefore, by providing an appropriate framework, the relationship between the service failure, service recovery, customers' satisfaction and their subsequent behaviour is examined. In this paper after a survey on different frameworks in a service failure recovery domain from reviewing of literature, the most appropriate framework based on an Iranian private bank situation has been chosen. Then, the conceptual framework is adapted to the mentioned bank by qualitative case study. Since the main motivation of this paper is to provide empirical knowledge about the service failure and recovery in e-banking, therefore, they are determined and listed based on the frequency rate and the effect on the customers respectively by literature review and field studies in an Iranian private bank. Moreover, by combining two suitable frameworks of service recovery literature and adapted to this bank, a conceptual framework is proposed. Due to the short duration of surveying customers' satisfaction in Iranian e-bank, this paper provides an appropriate framework in order to compensate e-bank errors based on the service recovery literature and field studies on an Iranian private bank.

Factors affecting service quality perception in internet-banking services: an evidence from Uttarakhand

E-banking is the provision of banking service through electronic channels and the customer can access the data without any geographical and time limitation. The new technology development has created highly competitive market conditions for banking service providers. However, the dynamic market conditions expect the banks to better understand the changing needs of consumers. This study examines the factors affecting customer satisfaction for the continuation in dealing with internet-banking services. The study is conducted on the basis of convenient sampling and around three hundred questionnaires were distributed to corporate customers of different banks located in six major districts of Uttarakhand state. Factor analysis was used for the measurement of items which may strongly influence customer's level of satisfaction. The result indicates that, eight variables were found significant and were good predictors of overall satisfaction in e-banking. Therefore, banker and e-banking service designers should think over these dimensions and enable possible changes in the e-banking services which would help in enhancing service quality of internet-banking and increase the level of customers' satisfaction.

Factors affecting service quality perception in internet-banking services: an evidence from Uttarakhand

E-banking is the provision of banking service through electronic channels and the customer can access the data without any geographical and time limitation. The new technology development has created highly competitive market conditions for banking service providers. However, the dynamic market conditions expect the banks to better understand the changing needs of consumers. This study examines the factors affecting customer satisfaction for the continuation in dealing with internet-banking services. The study is conducted on the basis of convenient sampling and around three hundred questionnaires were distributed to corporate customers of different banks located in six major districts of Uttarakhand state. Factor analysis was used for the measurement of items which may strongly influence customer's level of satisfaction. The result indicates that, eight variables were found significant and were good predictors of overall satisfaction in e-banking. Therefore, banker and e-banking service designers should think over these dimensions and enable possible changes in the e-banking services which would help in enhancing service quality of internet-banking and increase the level of customers' satisfaction.

The Impact of E-Banking on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Customer satisfaction is imperative for the incessant survival of any organization around the world. This research work intends to investigate the impact of E-banking variables on customer satisfaction in Pakistan. Five service quality dimensions; reliability, responsiveness, assurance, tangibles and empathy, derived from the SERVQUAL model with support of literature review have been selected as forecasters of customer satisfaction in E-banking. Research design of the study is quantitative. Data has been gathered through already tested questionnaire from 264 E-banking users as respondents, from different cities of Pakistan. Results of the study have revealed that there is momentous relationship between service quality dimensions and customer satisfaction in E-banking in Pakistan, with more weightage of reliability, responsiveness and assurance among the five dimensions. Through this study we can conclude that service quality in E-banking leads to satisfied customers and thus banks can gain competitive advantage by offering better-quality services to their customers in today’s emulous world.

The Impact of Electronic Banking on Customers ’ Satisfaction in Ethiopian Banking Industry (The Case of Customers of Dashen and Wogagen Banks in Gondar City)

This study presents what impact electronic banking has on customer satisfaction in comparing with traditional brick and mortar banking service, its relationship with that of age, occupation and education, its impact on branch visits, the level of customer understanding about e-banking and the opportunities and challenges of e-banking. The paper tried to see all the above among 402 properly filled and returned questionnaires of e-banking customers and interview with four branches of the two commercial banks which have started e-banking service in Gondar city when this study was conducted. The study used tables, percentages, chi-square independency test to see the relationship between demographic characteristics and e-banking, independency t-test to see the visits of branches before and after e-banking by customers is significant or not and regression analysis test has been conducted to explain the variables which determine customers’ satisfaction in e-banking. The results of the study implied t that majority of users of e-banking are the young, the educated, salaried and students, business men and women are not actively using the service of e-banking and there is also a relationship between e-banking and demographic characteristics, e-banking currently provided for saving and current accounts holders only, e-banking has improved customer satisfaction, reduced frequency of bank hall for banking service, reduced waiting time for customers, there are customers who don’t know the fee charged for being e-banking users, the bank customers’ satisfaction increased after being e-banking users, enabled customers to control their account movements and there is high opportunity to expand e-banking service in the city.

Salaried Employees and Adoption of e-Banking Delivery Channel: A Literature Review

Over the last two centuries human race has created innumerable progresses in science, medicine and technology. The evidences of technology adaptation can be seen everywhere, from the large spacecraft to a small hand held smart phone. The dependencies on such technology have become inevitable and are now considered as the fourth necessity for life after air, water and food. In the current era of technology revolution, no industry in the world is untouched to the use of Information system and Banking Industry is no exception. Nowadays, banks are seeking alternative ways to provide and differentiate amongst their varied services. Customers, both corporate as well as retail, are no longer willing to queue in banks, or wait on the phone, for the most basic of services. Around the world, electronic banking services, whether delivered online or through other mechanisms, have spread quickly in recent years. This particular paper reviews the existing literature and tries to find the adoption characteristics and attitude of bank customers towards Electronic-banking (e-banking) delivery channels. During the course of literature review certain socio economic characteristics and demographic characteristics of bank customers has been found out in the context of electronic banking adoption and usage. The study tried to find out the research gap. Lastly the study also throws a light upon the existing positive relationship between e-banking satisfaction and spread of word of mouth and also the positive role played by e-banking delivery channels in developing loyalty.

Proposing and Exploring the Effective Factors of Customer Satisfaction in E-Banking in Islamic Countries (A Case Study of Iran)

Customer satisfaction is one of the key elements of the Bank's investment in e-commerce is creating competitive advantage and the profitability of the banks provide. The purpose of this paper is to introduce and investigate the variables that can create customer satisfaction in e-banking. These variables include: service quality, trust, assurance, empathy, tangibles, customer value, responsiveness. To test the hypotheses, a questionnaire of 32 questions designed that is valued 0 to 100 and distributed among the population (Melat bank), the total 351 patients of the main branches of clients who have had experience using the online system. The method used in this research is descriptive survey. The path analysis method was used to test the hypotheses, and the AMOS software is used for statistical analysis of data. The results of the study show the significant impact of variables on Customer satisfaction, however, the Customer Value and Trust has had the greatest impact on Satisfaction among them.

Evaluation of Individual Customers' Satisfaction Level : A Survey of E-Banking Quality of Service in Tosse'eh Credit Institute

banking is able to provide speedy and more reliable services to the customers for which they would be happy. E-banking services not only have new competitive benefits, it also improves its relationship with customers. The purpose of this research is to understand the impact of variants of E-banking on the customers’ satisfaction with the Tosse’eh Credit Institute. Seven service quality dimensions, namely, effectiveness, assurance, accessibility, physical aspects, variety of services, price and reliability have been established based on the SERVQUAL model and the literature review. These variables have been tested in E-banking to explore the relationship between quality of service and the customer satisfaction. Data were gathered through a survey interview by a structured questionnaire with 400 customers. The study shows that these factors are the core dimensions of quality of service for customer satisfaction in E-banking. Finally, recommendations are provided to improve the quality of eservices.

Customer Satisfaction and Customer Loyalty in E-Banking in India: The Intricacies of Relationship

This study has been focused on finding the key determinants of customer loyalty and customer satisfaction in e-banking. The key factors of Customer loyalty are: customer retention; Security and Virtual Banking; and Technology invasion. Customer Retention emerges as an important factor influencing customer Loyalty with highest Eigen value and it explains maximum variation. This is followed by Security and Virtual Banking; and Technology invasion. Customer satisfaction is comprised of ten items. The study moves further to determine the relationship between the two. Customer Satisfaction is the dependent variable. Customer loyalty is associated positively with Confidence, Technology Adoption, Technical Expertise of staff, Personal Services, Account information, Channel Activity and Ease of Use from the construct of customer satisfaction. The model explains 85.8 percent of variation. Thus, a satisfied online customer can be retained by enhancing customer satisfaction.

The Impacts of Electronic Banking on Customer Satisfaction in Ethiopian Banking Industry (The Case of Dashen and Wogagen Banks in Gondar City)

This study presents what impact electronic banking has on customer satisfaction in comparing with traditional brick and mortar banking service, its relationship with that of age, occupation and education, its impact on branch visits, the level of customer understanding about e-banking and the opportunities and challenges of e-banking. The paper tried to see all the above among 402 properly filled and returned questionnaires of e-banking customers and interview with four branches of the two commercial banks which have started e-banking service in Gondar City when this study was conducted. The study used tables, percentages, chi-square independency test to see the relationship between demographic characteristics and e-banking, independency t-test to see the visits of branches before and after e-banking by customers is significant or not and regression analysis test has been conducted to explain the variables which determine customers’ satisfaction in e-banking. The results of the study implied that majority of users of e-banking are the young, the educated, salaried and students, business men and women are not actively using the service of e-banking and there is also a relationship between e-banking and demographic characteristics, e-banking currently provided for saving and current accounts holders only, e-banking has improved customer satisfaction, reduced frequency of bank hall for banking service, reduced waiting time for customers, there are customers who don’t know the fee charged for being e-banking users, the bank customers’ satisfaction increased after being e-banking users, enabled customers to control their account movements and there is high opportunity to expand e-banking service in the city.

Impact of online service quality on customer satisfaction in banking sector of Pakistan

This study formulated and tested a model for customer satisfaction based on service quality in e-banking. The research team developed the model on the basis of theoretical background. The research team used a structured questionnaire in order to collect data from e-banking customers of private sector banks in Pakistan using the convenience sampling method. The sample size of the study was 264. The research team used SPSS 15.0 to examine the variables. The research team also used virtual partial least squares (VPLS) 1.04 for model testing in a single run. The findings validated the relationships between the variables in the model. The outcome of the study was that identified service quality dimensions had a significant impact on customer satisfaction in e-banking. Improvement in web service quality is recommended for achievement of customer satisfaction in banking sector. Key words: Online customer satisfaction, e-banking service quality, online service quality.