Internet Banking Service Quality Research Articles

Relationship Between Internet Banking Service Quality, e-Customer Satisfaction, and Loyalty: A Comparative Study of India and Pakistan

Relationship Between Internet Banking Service Quality, e-Customer Satisfaction, and Loyalty: A Comparative Study of India and Pakistan

Examining the interplay of internet banking service quality, e-satisfaction, e-word of mouth and e-retention: a post pandemic customer perspective

Examining the interplay of internet banking service quality, e-satisfaction, e-word of mouth and e-retention: a post pandemic customer perspective

INVESTIGATING THE EFFECT OF INTERNET BANKING QUALITY DURING AND AFTER THE PANDEMIC: A COMPARATIVE ANALYSIS

This study aims to analyze the quality of Internet Banking services and their impact on customer satisfaction at State Owned Banks in Bandung before and after the COVID-19 pandemic. The seven independent variables used are response speed, data security, ease of use, user interface quality, accessibility, service availability, service quality, and information and communication technology, while the dependent variable is customer satisfaction. The survey method was used to collect data from 100 respondents who are customers of State-Owned Banks in Bandung. Multiple regression analysis was carried out to determine the relationship between the independent variable and the dependent variable accompanied by a different test. The results showed that Internet Banking Service Quality during and after the Covid 19 Pandemic period had a positive and significant effect simultaneously, while partially only the Service Quality and Information and Communication Technology variables had a positive and significant effect during and after Covid 19, while other variables had a positive effect but not significant. In addition, this study also concluded that there was a decrease in the Information and Communication Technology and Service Quality variables after the pandemic compared to during the pandemic from customer perceptions. The implication is that in the New Normal era, apart from the two dominant aspects mentioned above, there are indications that State Owned Bank is trying to improve its service quality through other variables to increase customer satisfaction.

An empirical assessment of customer satisfaction of internet banking service quality – Hybrid model approach

PurposeThe present work has proposed and employed an innovative hybrid method based on the combination of factor analysis and an artificial neural network (ANN) model to forecast customer satisfaction from the identified dimensions of service quality in India, a developing country.Design/methodology/approachThe qualitative study is conducted with Internet banking users to understand e-banking clients' perceptions. The data is collected with the help of a questionnaire from randomly selected 208 customers in India. Firstly, factor analysis was performed to determine the influential factors of customer satisfaction, and four factors i.e. efficiency, reliability, security and privacy, and issue and problem handling were extracted accordingly. The neural network model is then applied to the factor scores to validate the key elements. Lastly, the comparative analysis of the actual ANN and the regression predicted result is done.FindingsThe success ability of the linear regression model is challenged when approximated to nonlinear problems such as customer satisfaction. It is concluded that the ANN model is a better fit than the linear regression model, and it can recognise the complex connections between the exogenous and endogenous variables. The results also show that reliability, security and privacy are the most influencing factors; however, problem handling and efficiency have the slightest effect on bank client satisfaction.Research limitations/implicationsThis research is conducted in India, and the sample is chosen from the urban area. The limitation of the purposeful sampling technique and the cross-sectional nature of the data may hamper the generalisation of the results.Originality/valueThe conclusions from the study will be helpful for policymakers, bankers and academicians. To our knowledge, few studies used ANN modelling to predict customer satisfaction in the service sector

The Relationship Between E-Service Quality and Customer Satisfaction on Internet Banking in Klang Valley, Malaysia

Internet banking has drastically grown in usage over the last decade and is anticipated to continue developing at a rapid rate. As a result, banks are facing greater challenges with intense competition. Nonetheless, banks can maintain their competitive advantages by ensuring that their customers are satisfied. This study seeks to provide empirical evidence regarding the level of customer satisfaction with internet banking service quality in the Klang Valley. The six factors which can influence customer satisfaction toward internet banking include reliability, security, responsiveness, information, website design and privacy. 163 usable data were obtained through a survey form that was distributed randomly within Klang Valley. Overall the outcome of e-service quality analyses, indicates that it has a significant effect towards customer satisfaction on internet banking services within Klang Valley. However, intense analysis indicates that three out of six of the e-service quality dimensions carriable shows highly significant effect; reliability, security and website design variables.

Customers Perception towards Service Quality of Internet Banking at Axis Bank

Customers Perception towards Service Quality of Internet Banking at Axis Bank

Banking service quality literature: a bibliometric review and future research agenda

PurposeThe purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future research questions to explore these areas in more detail.Design/methodology/approachThe authors used three major academic databases (Scopus, ProQuest and EBSCO) from 1980–2021 and found 226 papers, where they performed the meta-bibliometric analysis by performing co-citation analysis, co-authorship analysis, cartographic analysis and content analysis.FindingsThe SERVQUAL model is the most used conceptual framework and model to study banking service quality. Structural equation modeling (SEM), followed by partial least squares SEM, is a majorly used method. There are three research streams in the literature: retail banking service quality, internet banking service quality and mobile banking service quality. Retail banking is the most studied stream, whereas mobile banking is the least studied stream. The study on banking service quality was initially conducted in developed markets, and later in emerging markets. All three streams have scope for further exploration, and hence, 44 future research questions have also been proposed.Research limitations/implicationsThis study has implications for bank managers, academicians and future researchers.Originality/valueThis study is unique in that it examines the meta-bibliometric dimensions of banking service quality and provides directions for future research for academicians and researchers.

The Effects of Internet Banking Service Quality on Customer Satisfaction in Nepal

The Effects of Internet Banking Service Quality on Customer Satisfaction in Nepal

Exploring the Nexus among Internet Banking Service Quality, Customer Satisfaction, Age, and Gender : A Developing Country Perspective during COVID-19

During COVID-19, the banking industry saw a paradigm shift of customers from “traditional” to “online” platforms. This research explored the moderation effect of age and gender in the relationship between online banking service quality and customer satisfaction during COVID-19. The study used explanatory and accurate novel methods to study the relationship between online banking service quality and customer satisfaction in the Indian banking industry. Structural equation modeling was used for testing the relationship. Multi-group moderation technique was employed to explain the moderation effect. The study highlighted that age significantly moderated the relationship between responsiveness, competence, and customer satisfaction. Gender significantly moderated the relationship between competence and customer satisfaction. The study’s novelty lies in finding the critical determinant of customer satisfaction in online banking during COVID - 19 and explaining the moderation effect of age and gender. Moreover, this study addressed feedback and complaint management, which has not been studied widely in the context of quality and satisfaction.

The Effect of e-Service Quality Dimensions on Behavioral Intensions of Accountants: The moderating roles of Ease of use and Emotional benefits

Purpose: The purpose of this paper is to examine the relationships between two dimensions of electronic service quality influencing ease of use and emotional benefit in internet banking service quality, together with the subsequent effects on behavioral intention in Turkey. Methodology: Accountants who use internet the banking services of banks in Turkey completed a self-administered questionnaire. Data obtained from 206 accountants were analyzed using diverse data analysis approaches, including univariate analysis with descriptive statistics as well as multivariate analysis with correlation, regression, moderation analyses. Also, the initial results were tested using Partial Least Square (PLS) based Structural Equation Modeling (SEM) approach. Findings: The results revealed that Graphic Quality and Layout Clarity have a significant positive association with Behavioral Intentions, Ease of Use and Control and Emotional Benefit. Moreover, Ease of Use and Control is a significant moderator upon the relationship of Graphic Quality and Layout Clarity with Behavioral Intentions. Originality/value: This research uniquely investigates the subdimensions of the electronic service environment that influence the behavioral perceptions of accountants using internet banking services in Turkey, with outcome quality dimensions.

Measuring Internet banking service quality: an empirical evidence

PurposeThis study aims to empirically develop a reliable and valid instrument measuring the online service quality in the context of the banking sector in India.Design/methodology/approachThe methodological framework of this research comprises developing an instrument that is based on previous literature, qualitative and quantitative procedure. The study used the survey method and collected data via a well-structured questionnaire from a sample of active Internet banking users. The proposed instrument is identified by the data-reduction technique that is exploratory factor analysis (EFA), and validated through the confirmatory factor analysis (CFA).FindingsThe results confirmed that the digital banking service quality scale (DBSQual) contains 24 items in seven dimensions: (1) web architecture, (2) user friendliness, (3) efficiency of website, (4) reliability, (5) responsiveness, (6) security and (7) personalization. The relationship between digital banking service quality and e-customer satisfaction has also been found to be significant in this study.Research limitations/implicationsThe results of this study do not find general application for different banks operating in the same sector in India. More testing of DBSQual is required across various different contexts for validity augmentation. In addition, findings would be more reliable if the non-Indian context could be taken into consideration. Thus, such limitations open a window for future research.Practical implicationsThis study is quite fruitful for the banking organizations in measuring their online services, and enables them to implement their marketing and operational strategies more effectively and efficiently.Originality/valueThe contribution of this study is the development and validation of a new instrument that is DBSQual that contains seven determinants of customers' e-service quality perception, emphasis on measuring online service quality in the Indian banking sector. These determinants will offer banks a promising starting idea for establishing an effective quality management for their online businesses. They will be able to increase the opportunities by tapping themselves at a competitive edge.

Internet Banking Service Quality: Building Satisfaction and Customer Trust

This study analyzes how IBSQ variables influence customer satisfaction and trust in state-owned banks in Jember Regency. The sample in this study amounted to 150 with a purposive sampling approach with data collection through questionnaires. The analysis in this study used a structural equation model (SEM-PLS). The results showed that the IBSQ variables, namely personal needs, site organization, user-friendliness, efficiency, responsiveness, and reliability, significantly affect customer satisfaction. Also, customer satisfaction has a significant effect on customer trust. Based on the research limitations, the IBSQ conception can be analyzed according to market and consumer conditions and can be developed with a behavioural intention approach.Keywords: personal needs, site organization, user-friendliness, efficiency, responsiveness, reliability, satisfaction, trust

ANALISIS KEPUASAN NASABAH ATAS KUALITAS LAYANAN INTERNET BANKING PADA PT BANK PEMBANGUNAN DAERAH JAWA TENGAH KANTOR CABANG PATI

<p><em>This research aims to </em><em>identify how to increase customer satisfaction of internet banking service quality at PT Bank Pembangunan Daerah Jawa Tengah Pati Branch Office with five dimensions of service quality which were tangible, reliability, responsiveness, assurance, and empathy.</em></p><p><em>In this research, the sampling technique used was purposive sampling technique. The data in this research were obtained from observations and distributing questionnaires to 100 respondents. Data analysis methods used are validity test, reliability test, satisfaction index test, satisfaction gap test and satisfaction mapping with cartesian diagram.</em></p><em>Based on the result of the validity and reliability test, the indicators like tangible, reliability, responsiveness, assurance and empathy are valid and reliable. Based on the result of the satisfaction index analysis, the weighting score of internet banking quality service is 4,219. That score is between 3,43 – 4,23 wich means Satisfied. Based on the result of the satisfaction gap test the increase of satisfaction established on the fourteen sub-indicators show satisfaction, and four sub-indicators show dissatisfaction. Meanwhile, when viewed from the cartesian diagram mapping result, there are four indicators that fall into the quadrant I, four indicators in the quadrant II, four indicators in the quadrant III, and six indicators in the quadrant IV.</em>

INTERNET BANKING SERVICE QUALITY IN INDONESIA AND ITS IMPACT ON E-CUSTOMER SATISFACTION AND E-CUSTOMER LOYALTY

This study proposes a model of the effect of internet banking service quality on e customer satisfaction and e customer satisfaction on e customer loyalty in the banking industry in Indonesia. Based on the technology acceptance model, this study aims to expand the model to better understand why consumers are willing or hesitant to adopt internet banking as a means of financial transactions. The researcher proposes a framework that integrates the factors that affect service quality, customer satisfaction, and customer loyalty. Some important implications are also discussed and the proposed model will form the basis of empirical studies.

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

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

Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model

PurposeThis study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.Design/methodology/approachIn this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.FindingsResults show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.Practical implicationsThis research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.Originality/valueThis research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.

Internet Banking Service Quality and Customer Retention in Deposit Money Banks in Rivers State- Nigeria

Internet Banking Service Quality and Customer Retention in Deposit Money Banks in Rivers State- Nigeria

INFLUENCE OF INTERNET BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION- AN INDIAN EXPERIENCE

This paper identifies the dimensions of internet banking service quality and the influence on customer satisfaction. The research is based on a theoretical model which consists of five internet bank service quality dimensions and one exogenous variable. The data have been collected from 250 bank customers. A total of 250 Internet Bank customers participated in the study and provided data. The researchers used convenience sampling method for collecting data from the respondents. The findings of factor analysis revealed five dimensions of internet bank service quality, namely Responsiveness, Trust, Convenience, Efficiency of Website and Security. Among the internet bank service quality dimensions, trust and efficiency of a website were is found to be positively affecting customer satisfaction. These study findings would help the policy makers in general, bank officials in particularto develop suitable policies relating to internet bank service quality.

Efforts to Improve Bank Marketing Performance

This study aims to build and analyze research models that can be used to improve bank marketing performance. The population is 165 people, while the sampling technique used is purposive sampling and a sample of 135 respondents was obtained. This study uses four variables, namely satisfaction, customer retention, internet banking service quality, and marketing performance. Descriptive analysis was carried out using index numbers, completion of inferential statistics was carried out with the help of Smart software PLS version 2.0. The four hypotheses used in this study were all accepted. To improve marketing performance, management must first be able to build good relationships with its customers. Relationships must be long-term oriented and mutually beneficial.

ANALISIS KEPUASAN NASABAH ATAS KUALITAS LAYANAN INTERNET BANKING PADA PT BANK RAKYAT INDONESIA (Persero) Tbk. UNIT BANYUMANIK SEMARANG

<p><em>The purpose of this research is to identify how to increase customer satisfaction </em><em>of Internet Banking Service Quality at PT Bank Rakyat Indonesia (Persero) Tbk. Unit Banyumanik Semarang</em> <em>with five dimensions of service quality which were tangible, reliability, responsiveness, assurance, and emphaty.</em></p><p><em>Data in this research were obtained from questionnaires which spread to 100 (one hundred) respondents. The data analysis methods are validity test, reliability test, satisfaction index analysis, and satisfaction gap test.</em><em></em></p><p><em>The results from reliability and validity tests showed that items of service quality dimension such as tangible, reliability, responsiveness, assurance, and empathy were valid and reliable. Based on the result of satisfaction index analysis, the weighting average score of Internet Banking quality service is 4,046. That score is between 3,43 – 4,23 which means satisfied. Based on the result of satisfaction gap test the increase of satisfaction established on the fifteen sub indicators show satisfaction, and three sub indicators show dissatisfaction, then it needs special attention and an improvement from PT Bank Rakyat Indonesia (Persero) Tbk. Unit Banyumanik Semarang for three sub-indicators are not satisfied.</em><strong><em></em></strong></p>