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Online Banking Service Quality: A South African E-S-QUAL Analysis
Technologically, competition is fierce in the banking industry, as such, banks need to offer cutting-edge technology and still make sure the banking solutions provided keep customers satisfied, as customers could switch between banks with minimum inconvenience. Electronic service quality measures th...
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Formato: | Online Artículo Texto |
Lenguaje: | English |
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2020
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Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7134237/ http://dx.doi.org/10.1007/978-3-030-44999-5_19 |
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author | Mujinga, Mathias |
author_facet | Mujinga, Mathias |
author_sort | Mujinga, Mathias |
collection | PubMed |
description | Technologically, competition is fierce in the banking industry, as such, banks need to offer cutting-edge technology and still make sure the banking solutions provided keep customers satisfied, as customers could switch between banks with minimum inconvenience. Electronic service quality measures the level of satisfaction deliver to bank customers through online banking digital solutions. This paper provides an investigation of electronic service quality based on customers’ perceptions in South Africa. The paper presents findings based on quantitative data from 184 online banking customers using E-S-QUAL measurement scale. The results show that banks are meeting customer expectations of service quality delivery, although there is room for improvement. The study has practical implications to financial institutions in South Africa, as it highlights areas of attention to improve service quality delivered to online banking customers. |
format | Online Article Text |
id | pubmed-7134237 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2020 |
record_format | MEDLINE/PubMed |
spelling | pubmed-71342372020-04-06 Online Banking Service Quality: A South African E-S-QUAL Analysis Mujinga, Mathias Responsible Design, Implementation and Use of Information and Communication Technology Article Technologically, competition is fierce in the banking industry, as such, banks need to offer cutting-edge technology and still make sure the banking solutions provided keep customers satisfied, as customers could switch between banks with minimum inconvenience. Electronic service quality measures the level of satisfaction deliver to bank customers through online banking digital solutions. This paper provides an investigation of electronic service quality based on customers’ perceptions in South Africa. The paper presents findings based on quantitative data from 184 online banking customers using E-S-QUAL measurement scale. The results show that banks are meeting customer expectations of service quality delivery, although there is room for improvement. The study has practical implications to financial institutions in South Africa, as it highlights areas of attention to improve service quality delivered to online banking customers. 2020-03-06 /pmc/articles/PMC7134237/ http://dx.doi.org/10.1007/978-3-030-44999-5_19 Text en © IFIP International Federation for Information Processing 2020 This article is made available via the PMC Open Access Subset for unrestricted research re-use and secondary analysis in any form or by any means with acknowledgement of the original source. These permissions are granted for the duration of the World Health Organization (WHO) declaration of COVID-19 as a global pandemic. |
spellingShingle | Article Mujinga, Mathias Online Banking Service Quality: A South African E-S-QUAL Analysis |
title | Online Banking Service Quality: A South African E-S-QUAL Analysis |
title_full | Online Banking Service Quality: A South African E-S-QUAL Analysis |
title_fullStr | Online Banking Service Quality: A South African E-S-QUAL Analysis |
title_full_unstemmed | Online Banking Service Quality: A South African E-S-QUAL Analysis |
title_short | Online Banking Service Quality: A South African E-S-QUAL Analysis |
title_sort | online banking service quality: a south african e-s-qual analysis |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7134237/ http://dx.doi.org/10.1007/978-3-030-44999-5_19 |
work_keys_str_mv | AT mujingamathias onlinebankingservicequalityasouthafricanesqualanalysis |