A Study on the Impact of e-Service Quality on User Satisfaction in the Online Banking Sector

2019 ◽  
Author(s):  
Richa Dabas ◽  
Ritu Bajaj
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Banking Sector ◽  
Online Banking ◽  
The Impact

Validating the EUCS Model to Measure the Level of Satisfaction of Internet Users in Local Banks in Italy

2018 ◽  
Vol 30 (1) ◽  
pp. 66-81
Author(s):  
Rubens Pauluzzo ◽  
Enrico Fioravante Geretto
Keyword(s):  
Sample Size ◽  
User Satisfaction ◽  
Banking Sector ◽  
Internet Banking ◽  
Online Banking ◽  
Large Sample Size ◽  
Policy Makers ◽  
Internet Users ◽  
Level Of Satisfaction ◽  
Main Factors

In this study, the EUCS model has been used for measuring online banking user satisfaction in the local banking sector. The authors focused on Italian co-operative banks. The study involved the submission of a questionnaire to a sample of 600 retail consumers of small-sized co-operative banks. The model was tested with SEM techniques. The findings reinforce EUCS theory for internet banking satisfaction with large sample size, and provide evidence about the psychometric stability of the EUCS tool for measuring online banking user satisfaction in the local banking setting. The study will be useful to policy makers and banks to better understand why internet banking is not the favoured channel for service delivery in Italy and which are the main factors able to increase the acceptance of the online banking channel.

scholarly journals Impact of Information and Communication Technology on Service Quality of Banking Sector: A Comparative Study of Private and Public Sector Banks in Gwalior and Chambal Region

2017 ◽  
Vol 7 (1) ◽  
pp. 20
Author(s):  
Anil Vashisht
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Public Sector Banks ◽  
Effective Implementation ◽  
Private And Public ◽  
Information And Communication ◽  
The Impact ◽  
Adoption Pattern

<div><p><em>This paper studies the impact of IT in the service quality of banking sector. The purpose of the intended research involves determining bank adoption pattern of electronic media, factors constituting drivers and inhibitors for bank adoption, dimensionality of e-banking services quality as affected by IT, and customer adoption of such services. The study has also highlighted the determinants of service quality are directly influenced by IT and to explore what are the enabling and retarding factors for effective implementation and upsurge of IT system in banks.</em></p></div>

scholarly journals An Empirical Study of E-Service Quality and User Satisfaction of Public Service Centers in China

2018 ◽  
Vol 5 (3) ◽  
pp. 43-59 ◽  
Author(s):  
Chenghan Ming ◽  
Tao Chen ◽  
Qi Ai
Keyword(s):  
Service Quality ◽  
Public Service ◽  
User Satisfaction ◽  
Local Governments ◽  
Information Quality ◽  
System Quality ◽  
Quality Model ◽  
Citizen Satisfaction ◽  
Set Up ◽  
The Impact

This article describes how as part of the reform of the administrative system of China, most local governments have set up public service centers; meanwhile, ICT (Information and Communication Technology) has been commonly applied to make e-services more convenient, efficient and transparent. However, the existing studies in the Chinese context are mostly qualitative and the relationship between service quality and citizen satisfaction has not been tested. This article adopted the D&M model to develop an e-service quality model and tested the impact of service quality on citizen satisfaction. A survey was conducted and 364 valid questionnaires were analyzed. The results showed that the data fit the model well. Most of the hypotheses formulated in this article was proven. Additionally, an important finding was that the impact of service quality on specific satisfaction is stronger than that of information quality and system quality, which indicates that face-to-face services cannot simply be substituted by electronic systems. Both the theoretical and practical implications of the findings were discussed.

scholarly journals Effects of Service Quality on Customer Satisfaction in Nepalese Commercial Banks

2018 ◽  
Vol 24 (1-2) ◽  
pp. 1-16
Author(s):  
Achyut Gnawali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Joint Venture ◽  
Commercial Banking ◽  
Secondary Sources ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Attitudes ◽  
The Impact

 Service Quality and customer satisfaction have long been recognized as playing a crucial role for success and survival in today's competitive market. This study has tried to discover the impact of service quality on customer satisfaction in Nepalese commercial bank. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting survey. The sample size is 392 and is chosen on a convenient basis. Data has been analyzed by using SPSS software (version: 22).Both primary and secondary sources of data are collected and used. Result of the study shows that tangibility, reliability, responsiveness, assurance and empathy significantly and positively influence customer attitudes in terms of satisfaction, i.e. service quality dimensions are crucial for customer satisfaction in public, private and joint venture commercial banking sector in Nepal.The Journal of Development and Administrative Studies (JODAS) Vol. 24 (1-2), pp. 1-16

scholarly journals Influence of Service Quality on Customer Satisfaction and Customer Loyalty in the Private Banking Sector of Bangladesh: A PLS Approach

2020 ◽  
Vol 1 (3) ◽  
pp. 8-17
Author(s):  
Rashed Al Karim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Bottom Line ◽  
Managerial Implication ◽  
Five Dimensions ◽  
Financial Organization ◽  
Private Banking ◽  
The Impact

In this competitive business era, the key strategy for the success and survival of any business organization is the deliverance of quality services to customers because service quality has beneficial effect on the bottom-line performance for the organization. As a financial organization, banks are continuously introducing their new products and services at regular intervals to satisfy and retain their customers and hence, achieving high levels of service is one of techniques to keep customers both satisfied and loyal. Thus, this study intends to determine the impact of Service Quality on Customer Satisfaction and Customer Loyalty in private banking sector of Bangladesh. Five dimensions of Servqual Model such as tangibility, reliability, responsiveness, empathy, and assurance (Parasuraman, Zeithaml, & Berry, 1985) are considered as the base for this study. A structured questionnaire with 5-point Likert scale has been used to gather the data for this study by conducting survey. The sample size is 100 and chosen on a convenient basis. Data has been analyzed by using PLS 3.0 software. SPSS software (version 20) package was also used to present the data demographically. The result shows that tangibility and empathy have significant effect on customer satisfaction, on the other hand, reliability, responsiveness and assurance don’t have any significant effect on customer satisfaction. Moreover, customer satisfaction has direct significant effect on customer loyalty. Finally, this study proposed few recommendations for the managerial implication.

scholarly journals Testing and Validating DeLone and MacLean IS Model: ERP System Success in Higher Education Institutions of Pakistan

2020 ◽  
Vol 10 (5) ◽  
pp. 6242-6248
Author(s):  
Z. H. Khand ◽  
M. R. Kalhoro
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Quality System ◽  
Equation Modeling ◽  
System Quality ◽  
Erp Systems ◽  
Delone And Mclean ◽  
The Impact

The universities in Pakistan have recently started replacing their old legacy systems with ERP systems which are commonly used in business organizations to gain a competitive edge over competitors. The Higher Education Commission (HEC) has implemented ERPs systems at eight different Universities in Pakistan. HEC has invested a huge amount of money to facilitate the integration, customization, and implementation of ERP systems in these universities. Previous studies have mainly focused on Critical Success Factors (CSFs) and risk factors of ERP systems. This study intends to empirically measure the support of ERP systems in teaching processes. DeLone and McLean model of Information Systems (IS) success is one of the most commonly used models cited in IS literature. In this study, the DeLone and McLean model was applied at a University level analysis to access the impact of ERP in higher educational institutions and their support in the improvement of academic processes. Hypotheses were tested on the research model using empirical data collected from 230 respondents, including students and faculty at two selected universities, with the use of a questionnaire. The data were analyzed by structural equation modeling. The model was empirically tested and the findings showed that use and user satisfaction affected most net benefits. Information quality, system quality, and service quality accounted for 42.6% effect in use. Whereas, information quality, system quality, service quality, and use accounted for 46.5% variance in user satisfaction.

scholarly journals The Effect of Digital Service Quality (BRIMO) on Customer Loyalty through Customer Trust and Satisfaction on COVID-19 Situation (Pt Bank Rakyat Indonesia Medan Regional Office)

2021 ◽  
Vol 8 (8) ◽  
pp. 263-271
Author(s):  
Martin Siagian ◽  
Endang Sulistya Rini ◽  
Syafrizal Helmi Situmorang
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Internet Banking ◽  
Online Banking ◽  
Electronic Banking ◽  
Digital Service ◽  
Digital Services ◽  
Customer Trust ◽  
The Impact

Advances in information technology and the widespread use of the internet have changed the method of service delivery. Banks now provide their services through electronic banking (e-banking) channels. Personal computers and cell phones are media where customers can use e-banking services, with the terms “online banking”, “internet banking” and “electronic banking” being used interchangeably. BRImo is the latest application from BRI Mobile that combines the functions of mobile banking, internet banking, and electronic money or Tbank into one application with a more complete and attractive transaction menu, only by using a cellphone they can make transactions without having to go to the BRI office to reduce mobility and the spread of the Covid-19 virus in a pandemic situation. In the period from 2018 to 2020, there was an increase in BRImo application users from 384,412 people to 827,759. but not comparable to the large number of deposit customers of Bank BRI Medan Region, in 2020 only 14.43% of the 5,735,381 customers of Bank BRI Medan Region who use BRImo with an average transaction of 122 times per customer per year. Phenomenon which often happens to BRI Bank customers to the BRImo application, either directly or indirectly, such as the quality of digital services provided to customers who have not been satisfied by customers so that it has an impact on customers' decisions not to return to transactions using BRImo and the impact of these problems will decrease the number of transactions and a decrease in fee-based income in the online banking digital service application sector. The purpose of this study was to analyze the effect of BRImo's digital service quality on customer loyalty through customer trust and satisfaction in the Covid-19 situation at PT. Bank Rakyat Indonesia (Persero) Tbk Medan Branch Office. The population of this study is customer savings deposits, not corporate customers (group accounts), with the criteria of a sample of customers who use the BRImo application more than once with a total sample of 400 respondents. The sampling method used is purposive sampling; data analysis is carried out through PLS-SEM using the SmartPLS 3.0 program. The results of the study indicate that the quality of BRImo's digital services directly has a positive and significant effect on customer loyalty through customer trust and satisfaction. Keywords: BRImo Digital Service Quality, Customer Loyalty, Customer Trust, Customer Satisfaction.

A Study on Impact on the Service Quality and Customer Satisfaction of SBI in Tirunelveli District

2019 ◽  
Vol 118 (10) ◽  
pp. 298-306
Author(s):  
Dr.(Smt)N.Kamala ◽  
Smt. S.Arumuga Selvi ◽  
M. Chandra ◽  
Smt.M. Maheswari
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Decision Making Process ◽  
Business Survival ◽  
The Impact ◽  
The Relationship

Now days in the banking sector experts have to pay special attention to the service quality because it will decide the customer decision making process, but also it will make some changes in the customer satisfaction, purchase retention, loyalty and business survival. It may be shown in many researches. The main objective of this paper is to review the relationship between service quality and customer satisfaction. The research will help to understand the impact on the service quality and customer satisfaction.

The Impact of Enterprise Resource Planning System of Human Resources on the Employees’ Performance Appraisal in Jordan

2021 ◽  
Vol 17 ◽  
pp. 351-359
Author(s):  
Mohammadnour Aljarrah
Keyword(s):  
Service Quality ◽  
Performance Appraisal ◽  
Enterprise Resource Planning ◽  
User Satisfaction ◽  
Information Quality ◽  
Resource Planning ◽  
Planning System ◽  
System Quality ◽  
Enterprise Resource Planning System ◽  
The Impact

The aim of this study is to determine the impact of Enterprise Resource Planning System of human resources on the employees’ performance Appraisal in Jordan. It investigates the relationship between System Quality, Information Quality, Service Quality, User Satisfaction; and Performance Appraisal. The study was motivated because most of the literature about ERP systems in Jordan has focused on the success and failure factors of the ERP systems. Jordanian National Electric Power Company (NEPCO) was chosen to conduct the study because it has implemented a new electronic performance appraisal system based on the ERP system. Data were collected via questionnaires from 98 managers and department heads working at Jordanian National Electric Power Company (NEPCO). The results of this study revealed that there is a significant effect of System Quality, Information Quality and User Satisfaction of Enterprise Resource Planning System on Performance Appraisal, while Service Quality has no effect on Performance Appraisal. Therefore, the important recommendation is to improve the service quality of the system and to bring encouragement and confident to the users towards the success of the system.

The Impact of Strategic Planning on Online Banking: An Empirical Study in Saudi Arabia

2013 ◽  
Vol 2 (1) ◽  
pp. 53
Author(s):  
Gaafar Mohamed Abdalkrim ◽  
Laith Talal Khrais
Keyword(s):  
Saudi Arabia ◽  
Strategic Planning ◽  
Quantitative Methods ◽  
Banking Sector ◽  
Technological Development ◽  
Online Banking ◽  
Ease Of Use ◽  
On Line ◽  
The Impact ◽  
Management Reporting

Banking sector of 21st century face local and international challenges resulted from the revolution of information, technological development, globalization, market liberalization and knowledge explosion; therefore, strategic planning associate by online banking services in banking sector became an urgent necessity. The purpose of this study is an attempt to study the impact of strategic planning among online banking environment in Saudi Arabia. The study comprises three variables which represent independent variable and were derived from comprehensive review of the literature of strategic planning which are: budgeting, forecasting and management reporting. On line bank which is represent dependent variable measured by usefulness and ease of use. Data for this study were collected through questionnaires which were accompanied by a letter explaining the project and assuring respondents of the confidentiality of their answers. Those participants were online banking users of five banks in Saudi Arabia. Statistical tools were used to test hypotheses and achieve the objectives, thus the research is descriptive and as a result quantitative methods have been used. The findings indicate that the entire hypotheses are supported, whereby customers will use e-banking when they perceive that usages of e-banking are useful and accessible.

Sign in / Sign up

Export Citation Format

Share Document