This document summarizes a research study that examined the influence of Internet Banking Service Quality (IBSQ) dimensions on Customer Satisfaction (CS) in the Ghanaian banking industry. The study collected data through surveys from 200 bank customers. Using structural equation modeling, the findings showed that of the five IBSQ dimensions, web design had a significantly positive influence on CS, explaining about 79.6% of CS. The study contributes to the literature on e-service quality and customer satisfaction in electronic banking, and provides implications for theory and management.
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
Internet banking, customer perceived value and loyalty the role of switching ...Samar Rahi
This study aims to examine the relationship between internet banking, customer perceived value,
switching cost and customer loyalty. Furthermore, this study also examines if switching cost moderates the
relationship between internet banking, Customer perceived value and customer loyalty.
Customers Satisfaction on the Retail Banking Sector in Bangladesh: A Case Stu...Dr. Amarjeet Singh
Nowadays competition among company to the
company very serves, but most of the companies present
nearly the same product or service with their competitors. To
comprehend from competitors a firm need or offer superior
services. Customer satisfaction is now one of the important
key factors in the business sector. When it comes to banking
sector customer satisfaction level is differentiated to one bank
to another, thus measuring customer satisfaction is awfully
important. without satisfied customers, the bank cannot exist.
This work focus on the customer satisfaction in the retail
bank on city bank limited. This research is conducted to
affirm customer expectation on retail banking, which is
decisive for the growth of the company.
Determinants of Auditor Performance at the Regional Inspectorate Evidence fro...ijtsrd
Performance measurement is used as a basis for assessing the success and failure of implementing activities. Quality human resources affect the performance of each auditor. Quality of supervision must fulfill criterion under regulations is required. The research objective was to test whether responsibility, independence, expertise, and compliance with the code of ethics affected the inspectorate auditors performance in regional governments in East Java. Research data collection was carried out by the survey method by the snowball method to distribute questionnaires to respondents. Forty seven filled questionnaires were analyzed using partial least squares. There are four hypotheses tested. Based on the test results, it can be concluded that there is an influence of responsibility, independence, competence, and compliance on the regional inspectorate auditors performance. Auditors who comply with the code of ethics can increase auditor professionalism. The higher the professionalism, the better the auditor can consider finding possible deviations. The research implication is that adherence to the established standards improves the quality of audit performance. Therefore, continuous efforts are needed to enhance competence and compliance with the auditing apparatus standards to produce quality regional financial statements. Alwan Sri Kustono "Determinants of Auditor Performance at the Regional Inspectorate: Evidence from East Java – Indonesia" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-1 , December 2020, URL: https://www.ijtsrd.com/papers/ijtsrd35822.pdf Paper URL : https://www.ijtsrd.com/economics/accounting/35822/determinants-of-auditor-performance-at-the-regional-inspectorate-evidence-from-east-java-– -indonesia/alwan-sri-kustono
Customer perception towards banking servicesPriyank Thada
This is my Dissertation Project on Customer Perception on Banking services in India this will help people to do research on Banking sector • The purpose of the study is to explore the basic dimensions of service quality offered by Indian banking industry and its impact on individual customers by using the gap between the customer expectations and perceptions regarding the services offered by banking industry.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The development of the internet led to the use of information technology. The use of information technology not only to transform the services provided, but also to change the service delivery process. In connection with this condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496 respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase intention.
Effects of Supply Chain Management Practices On The Performance Of Banks In K...Editor IJCATR
The paper examines the adoption of the Supply Chain Management practices on the performance
of Banks in Kenya. This research conceptualizes and develops four dimensions of SCM practice
(outsourcing of goods & services, information & communication technology, strategic supplier
partnership, and globalization) and tests the relationships between SCM practices, and
organizational performance. The study employed descriptive design. Data for the study was
collected using a self-administered questionnaire procedure, where the questionnaires were
administered to the selected respondents through drop and pick later technique. A sample size of
33 respondents was drawn from the sample frame using simple stratified random sampling
technique to promote the needs for efficiency and representativeness from various branches and
outlets of Postbank as an organization in Nairobi County and the relationships proposed in the
framework was tested using Chi-square, T-test among other statistical tools. Data was analyzed
by aid of Statistical Package for Social Sciences (SPSS). The study will be useful in the academic
circles as it will contribute immensely towards filling the gaps in knowledge in the area of service
industry. The study found that outsourcing was important to the banks only when the appropriate
methods are employed. It also found that ICT had a major role in determining the performance of
banks as it dictated the mode of transaction and data they displayed to clients. Strategic
partnership was also important based on what it intended to achieve in enhancing the performance
of banks. Lastly, globalization is equally vital as it increases competition and exposes local banks
to global scene to experience how performance of banks can be improved. The study recommends
that correct ICT methods should be applied to promote the competitiveness of banks and improve
performance. Also it recommends that outsourcing be done only if they promote the objectives and
goals of the banking institute.
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Effects of Satisfaction and Adoption on Online Bankingijtsrd
Despite the importance of online banking in many financial institutions, less research has focused on satisfaction and adoption, especially in Asia. Due to the introduction of technology, a new phenomenon in the banking sector of Mongolia, and many customers have not yet accepted it, this study was carried out to determine the factors affecting the adoption of online banking services by customers, as well as to examine the relationship between online banking services, satisfaction and adoption, the main tool for collecting data was a questionnaire that was developed on a 5 point Likert scale to be able to collect good quantitative data. In the course of the work, it was found that there was a positive relationship between online banking and satisfaction, which is consistent with the data obtained Al hawari and Ward, 2005 . In the work, it is recommended to pay more attention and focus efforts to individual clients. In addition, online banking service providers should look for indicators of innovative ways to raise awareness of the service through participation in trade organizations, exhibitions, and the introduction of new online banking technologies. Chuluudai Delgerzaya | Anar Badral | Yondon Badarch "Effects of Satisfaction and Adoption on Online Banking" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29715.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29715/effects-of-satisfaction-and-adoption-on-online-banking/chuluudai-delgerzaya
A Study On Customer’s Perception And Satisfaction Towards Electronic Banking ...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
Drivers of e business value creation inIJMIT JOURNAL
With the development and growth of internet, its applications of e-banking, e-commerce, and e-business
became irreplaceable channels regarding its fast access, rich content, and smooth interactivity. High
investments are paid toward improving the quality of service offered by the banks. This paper is dedicated
to empirically investigating the drivers of e-Business value creation in the Jordanian banking sector. This
work summarizes the main differences among employees of Jordanian and foreign bank regarding their
perspectives. Many of the competing foreign banks to the Jordanian banks are enforced with huge financial
capital, having long periods of banking practices and are employing cutting-edge technologies and tools.
To minimize the technological gap, Jordanian banks are working hard to develop their e-Business services.
This in one hand has to enhance their trust, satisfaction, and commitment toward existing customers and
entice new comers on other hand. Based on business model of Amit and Zott, i.e. the four constructs of e-
Value framework (efficiency, complementarities, lock-in, and novelty), four hypotheses have been
formulated to test the differences in the drivers of e-Business value creation between Jordanian and foreign
banks. A survey questionnaire in a form of paper-and-pencil was delivered personally to 200 employees
from four main Jordanian banks and 200 employees from four foreign banks working in Jordan. The
questionnaire was formed and constructed to test the proposed hypotheses. the findings in this study based
on the SEM and T-test analyses, revealed important implications that will help banks’ managers to make
well-informed decisions and policies regarding investments and resources allocation for implementing e-
Business strategies and ventures. The paper concludes with discussing the importance of these findings for
practitioners and for future research on value accrued from e-Business services.
Internet banking, customer perceived value and loyalty the role of switching ...Samar Rahi
This study aims to examine the relationship between internet banking, customer perceived value,
switching cost and customer loyalty. Furthermore, this study also examines if switching cost moderates the
relationship between internet banking, Customer perceived value and customer loyalty.
Customers Satisfaction on the Retail Banking Sector in Bangladesh: A Case Stu...Dr. Amarjeet Singh
Nowadays competition among company to the
company very serves, but most of the companies present
nearly the same product or service with their competitors. To
comprehend from competitors a firm need or offer superior
services. Customer satisfaction is now one of the important
key factors in the business sector. When it comes to banking
sector customer satisfaction level is differentiated to one bank
to another, thus measuring customer satisfaction is awfully
important. without satisfied customers, the bank cannot exist.
This work focus on the customer satisfaction in the retail
bank on city bank limited. This research is conducted to
affirm customer expectation on retail banking, which is
decisive for the growth of the company.
Determinants of Auditor Performance at the Regional Inspectorate Evidence fro...ijtsrd
Performance measurement is used as a basis for assessing the success and failure of implementing activities. Quality human resources affect the performance of each auditor. Quality of supervision must fulfill criterion under regulations is required. The research objective was to test whether responsibility, independence, expertise, and compliance with the code of ethics affected the inspectorate auditors performance in regional governments in East Java. Research data collection was carried out by the survey method by the snowball method to distribute questionnaires to respondents. Forty seven filled questionnaires were analyzed using partial least squares. There are four hypotheses tested. Based on the test results, it can be concluded that there is an influence of responsibility, independence, competence, and compliance on the regional inspectorate auditors performance. Auditors who comply with the code of ethics can increase auditor professionalism. The higher the professionalism, the better the auditor can consider finding possible deviations. The research implication is that adherence to the established standards improves the quality of audit performance. Therefore, continuous efforts are needed to enhance competence and compliance with the auditing apparatus standards to produce quality regional financial statements. Alwan Sri Kustono "Determinants of Auditor Performance at the Regional Inspectorate: Evidence from East Java – Indonesia" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-1 , December 2020, URL: https://www.ijtsrd.com/papers/ijtsrd35822.pdf Paper URL : https://www.ijtsrd.com/economics/accounting/35822/determinants-of-auditor-performance-at-the-regional-inspectorate-evidence-from-east-java-– -indonesia/alwan-sri-kustono
Customer perception towards banking servicesPriyank Thada
This is my Dissertation Project on Customer Perception on Banking services in India this will help people to do research on Banking sector • The purpose of the study is to explore the basic dimensions of service quality offered by Indian banking industry and its impact on individual customers by using the gap between the customer expectations and perceptions regarding the services offered by banking industry.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The development of the internet led to the use of information technology. The use of information technology not only to transform the services provided, but also to change the service delivery process. In connection with this condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496 respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase intention.
Effects of Supply Chain Management Practices On The Performance Of Banks In K...Editor IJCATR
The paper examines the adoption of the Supply Chain Management practices on the performance
of Banks in Kenya. This research conceptualizes and develops four dimensions of SCM practice
(outsourcing of goods & services, information & communication technology, strategic supplier
partnership, and globalization) and tests the relationships between SCM practices, and
organizational performance. The study employed descriptive design. Data for the study was
collected using a self-administered questionnaire procedure, where the questionnaires were
administered to the selected respondents through drop and pick later technique. A sample size of
33 respondents was drawn from the sample frame using simple stratified random sampling
technique to promote the needs for efficiency and representativeness from various branches and
outlets of Postbank as an organization in Nairobi County and the relationships proposed in the
framework was tested using Chi-square, T-test among other statistical tools. Data was analyzed
by aid of Statistical Package for Social Sciences (SPSS). The study will be useful in the academic
circles as it will contribute immensely towards filling the gaps in knowledge in the area of service
industry. The study found that outsourcing was important to the banks only when the appropriate
methods are employed. It also found that ICT had a major role in determining the performance of
banks as it dictated the mode of transaction and data they displayed to clients. Strategic
partnership was also important based on what it intended to achieve in enhancing the performance
of banks. Lastly, globalization is equally vital as it increases competition and exposes local banks
to global scene to experience how performance of banks can be improved. The study recommends
that correct ICT methods should be applied to promote the competitiveness of banks and improve
performance. Also it recommends that outsourcing be done only if they promote the objectives and
goals of the banking institute.
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Effects of Satisfaction and Adoption on Online Bankingijtsrd
Despite the importance of online banking in many financial institutions, less research has focused on satisfaction and adoption, especially in Asia. Due to the introduction of technology, a new phenomenon in the banking sector of Mongolia, and many customers have not yet accepted it, this study was carried out to determine the factors affecting the adoption of online banking services by customers, as well as to examine the relationship between online banking services, satisfaction and adoption, the main tool for collecting data was a questionnaire that was developed on a 5 point Likert scale to be able to collect good quantitative data. In the course of the work, it was found that there was a positive relationship between online banking and satisfaction, which is consistent with the data obtained Al hawari and Ward, 2005 . In the work, it is recommended to pay more attention and focus efforts to individual clients. In addition, online banking service providers should look for indicators of innovative ways to raise awareness of the service through participation in trade organizations, exhibitions, and the introduction of new online banking technologies. Chuluudai Delgerzaya | Anar Badral | Yondon Badarch "Effects of Satisfaction and Adoption on Online Banking" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29715.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29715/effects-of-satisfaction-and-adoption-on-online-banking/chuluudai-delgerzaya
A Study On Customer’s Perception And Satisfaction Towards Electronic Banking ...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
Drivers of e business value creation inIJMIT JOURNAL
With the development and growth of internet, its applications of e-banking, e-commerce, and e-business
became irreplaceable channels regarding its fast access, rich content, and smooth interactivity. High
investments are paid toward improving the quality of service offered by the banks. This paper is dedicated
to empirically investigating the drivers of e-Business value creation in the Jordanian banking sector. This
work summarizes the main differences among employees of Jordanian and foreign bank regarding their
perspectives. Many of the competing foreign banks to the Jordanian banks are enforced with huge financial
capital, having long periods of banking practices and are employing cutting-edge technologies and tools.
To minimize the technological gap, Jordanian banks are working hard to develop their e-Business services.
This in one hand has to enhance their trust, satisfaction, and commitment toward existing customers and
entice new comers on other hand. Based on business model of Amit and Zott, i.e. the four constructs of e-
Value framework (efficiency, complementarities, lock-in, and novelty), four hypotheses have been
formulated to test the differences in the drivers of e-Business value creation between Jordanian and foreign
banks. A survey questionnaire in a form of paper-and-pencil was delivered personally to 200 employees
from four main Jordanian banks and 200 employees from four foreign banks working in Jordan. The
questionnaire was formed and constructed to test the proposed hypotheses. the findings in this study based
on the SEM and T-test analyses, revealed important implications that will help banks’ managers to make
well-informed decisions and policies regarding investments and resources allocation for implementing e-
Business strategies and ventures. The paper concludes with discussing the importance of these findings for
practitioners and for future research on value accrued from e-Business services.
Mobile News #2 by My Lucky Day (Septembre 2015)My Lucky Day
L'actualité du mobile, les dernières études sur la mobilité, les derniers chiffres, les nouveaux usages et les dernières innovations autour du mobile voici le "Mobile News" du mois de septembre 2015 !
Présentation réalisée par l'agence My Lucky Day.
contact@myluckyday.fr / www.myluckyday.fr
This is an excerpt from a lecture that I give at the National University of Maynooth on the relationship of technology with society. It reviews concepts of technological determinism and outlines Raymond Williams' influential social shaping of technology perspective.
Las bases para el éxito de las empresas sustentables de tecnologías verdesMijael Bueno
"En México y en el mundo, se ha visto la necesidad de transformar a las empresas para que hagan uso responsable de los recursos y generen principios de responsabilidad social, ambiental y económica ósea desde el bienestar de sus empleados, la calidad de sus productos y el origen de sus insumos hasta el impacto ambiental de sus actividades. Es por eso que partimos de la idea de que una empresa sustentable puede tener éxito en nuestro país si se toman en cuenta varios puntos, como el satisfacer las necesidades de la generación actual sin comprometer las de las generaciones futuras, que engloba el detectar una necesidad, conocer el nicho de mercado, darse a conocer utilizando marketing verde manteniendo coherencia y transparencia, saber si nuestro proyecto enriquece al medio ambiente, ser congruente en los patrones de consumo, producción y distribución, evitando cualquier exceso y si nuestro proyecto no cuenta con capital, podemos recurrir a diferentes fondos de inversión disponibles. Si además de ser una empresa sustentables sus productos son tecnologías verdes como bienes y servicios para medir, prevenir y limitar la contaminación, mejorar las condiciones ambientales del aire, agua, suelo, residuos y los problemas relacionados con el ruido, que sean asequibles, adaptables y disponibles en los mercados de los países en desarrollo para su distribución, uso y exportación mejorará aún más los beneficios."
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
Moderating Role of Brand Image With Relation to Internet Banking and Customer...Samar Rahi
Internet is of vital essence to excel and progress of organization growth. It has revolutionized the banking sector all over the world. A spectacular innovation in banking sector is to introduce Internet banking services. The aim of this study is to inspect the moderating relationship of Brand image between internet banking and customer loyalty. This study is conducted using positivism paradigm and deductive quantitative methods of inquiry. Data was collected in a survey from those customers who were using internet banking services in Pakistan. Questionnaire was adopted from research studies of Zeithaml et al. and Park et al. A theoretical framework is proposed to suggest the links among variables. The sample size selected for research constitutes of 437 respondents belongs to Lahore and Islamabad, from Pakistan. Simple and Moderating regression analysis is used to examine hypothesized relationship.
Research Proposal An analysis of competitive advantage effec.docxgholly1
Research Proposal
An analysis of competitive advantage effectiveness and digitization in Saudi nationalized Banks
Submitted by
Researcher / Rawia Al-Madani
ID / 160020468
AbstractThe paper aims to discuss the advantages of having a competitive advantage in the banking system. RIYAD and NCB Bank are one of the two largest Financial institutions in Saudi Arabia , ranked by their assets and wide financial services , Also the two Banks are known of their accessible digital banking channels which made E-transactions the most easiest and the quickest than most banks in the Kingdom .For example, RIYAD bank are among the Banks that might offer a service at a lower price and more convenient and desirable to clients which will allow them to generate revenue and margin more than market rivals, Competitive advantages include cost, quality and most importantly customer service. Also, the research will address RIYAD bank most powerful services that are aligned with achieving the objectives of the vision of 2030 such as the growth of its economy. First , The main aim of the research is insuring meeting customers expectation, the satisfaction of the services provided to increase the development of the economy, also a will touch on the upcoming merger between the two largest Saudi Banks (RIYAD Bank and NCB ) and its positive impacts on the economy and customers .One of the objectives of the research is addressing the importance of Digitization in the banking sector especially in Saudi Arabian banks and its relationship with attracting more customers, ensure their satisfaction with the services provided and the quality of the services. Finally, a comparison between RIYAD Bank and JPMorgan Chase bank to understand customer behavior and choice and preference. The data collection will include a questioner and a survey to employees, clients to support findings. The current research will be presented in various sections including introduction, literature review, methodology, data collection, and analysis, as well as discussion and conclusion.Statement of the Problem
Currently, many banks in Saudi Arabia have incorporated digitization in improving service delivery to its customers. This has been greatly influenced by the battle by all the banking institutions to gain the competitive advantage of each other in the provision of services to the growing customer base in the Kingdom. The Saudi government through the National Plan for Telecommunication and IT which was sanctioned in 2007, as well as the National Transformation Program in Vision 2030, have supported the transformation of banking transactions in the nation to digital or e-transactions (Parameswar, Dhir, & Dhir, 2017). This provision has made banking to millions of Saudis seamless and convenient in their day to day transactions activities. Also, several banks in the nation have resulted to merge with other banks such as SABB and Al-AWWAL merger in a move to expand their customer base and influence in.
The Role of E-Payment Tools and E-Banking in Customer Satisfaction Case Study...Eswar Publications
Background: banks, as the main components of any countries` economic backbone, perpetually try to satisfy the needs and expectations of their customers to increase customer satisfaction, since in today`s competitive world, gaining competitive advantage is a high priority for any organization. On the other hand, the emergence of information technology in the banking industry has provided speed, security, efficiency, and quality of services through electronic banking and electronic payment tools. Therefore, banks and credit firms are constantly trying to increase their quality of services to satisfy their customers and gain competitive advantage.
Objective: since customer satisfaction is a high priority as one of the goals of banks and credit firms, this study aims to investigate the role of e-payment tools and e-banking in customer satisfaction.
Methodology: this study is an applied research regarding goal and a correlation type descriptive-survey regarding methodology. The statistical population consists of 80 gold customers of Pasargad bank e-payment company and the sample size was determined 66.35 using Cochran`s equation. Moreover, a questionnaire s used to collect the information. This questionnaire was developed in two sections by the researcher. The validity of the questionnaire is confirmed by a group of experts, including professors and specialists of the field, and its trust is computed using Cronbach`s alpha (α=90%). Furthermore, SPSS software and Pearson`s correlation test were used to analyze the data. Results of the research indicate that there is a positive and significant relationship between e-payment tools and e-banking. Therefore, the results can help to identify effective factors of customer satisfaction and in turn providing competitive advantage for this and similar organizations.
E-SUPPLIER MANAGEMENT PRACTICES ON SUPPLY CHAIN PERFORMANCE OF SUGAR PROCESSI...ijmvsc
The purpose of this study was to establish the influence of electronic supplier management practices on
supply chain performance of sugar processing firms. The target population is 7,584 employees of sugar
processing firms in Kenya and Yamane Taro’s formula was applied to come up with a sample size of 379
respondents. Data was gathered by a questionnaire, interviews and observation. Correlation was used to
determine the relationship between E-supplier management practices and Supply chain performance while
regression analysis tested the hypothesis. The study established that E-supplier management practices
enhances supply chain performance. Two kinds of supply chain are proposed; Managerial and demand.
Managerial supply chain where as a result of electronic supplier management practice, flow of goods and
services from the suppliers are properly managed through information sharing between the buyer-seller
thus improved deliveries. Demand supply chain where as a result of electronic supplier management
practice, buyers and suppliers tend to develop a single shared forecast of demand and a plan of supply in
the sense that buyers issue order for only needed materials from the suppliers and that suppliers fulfills the
orders as requested by the buyers. To ensure that the proposed supply chain under e-supplier management,
it is recommended that Sugar processing firms’ management should ensure working Websites, working
internal and external mail and also provide their suppliers with access credentials to company electronic
procurement portal to increase buyer and supplier access to information to enhance E-supplier
management practices.
E-SUPPLIER MANAGEMENT PRACTICES ON SUPPLY CHAIN PERFORMANCE OF SUGAR PROCES...ijmvsc
ABSTRACT
The purpose of this study was to establish the influence of electronic supplier management practices on
supply chain performance of sugar processing firms. The target population is 7,584 employees of sugar
processing firms in Kenya and Yamane Taro’s formula was applied to come up with a sample size of 379
respondents. Data was gathered by a questionnaire, interviews and observation. Correlation was used to
determine the relationship between E-supplier management practices and Supply chain performance while
regression analysis tested the hypothesis. The study established that E-supplier management practices
enhances supply chain performance. Two kinds of supply chain are proposed; Managerial and demand.
Managerial supply chain where as a result of electronic supplier management practice, flow of goods and
services from the suppliers are properly managed through information sharing between the buyer-seller
thus improved deliveries. Demand supply chain where as a result of electronic supplier management
practice, buyers and suppliers tend to develop a single shared forecast of demand and a plan of supply in
the sense that buyers issue order for only needed materials from the suppliers and that suppliers fulfills the
orders as requested by the buyers. To ensure that the proposed supply chain under e-supplier management,
it is recommended that Sugar processing firms’ management should ensure working Websites, working
internal and external mail and also provide their suppliers with access credentials to company electronic
procurement portal to increase buyer and supplier access to information to enhance E-supplier
management practices.
A Study on Factors of E Banking Challenges in Indiaijtsrd
The customer uses the banking services through online banking, mobile phone banking and automated teller machine these were are called as 'E Banking. This study aimed to describe the customer view about the banking services through E banking. Customer service is also a part of the banking, this paper will tell about the customer satisfaction level about the e banking will explain through the pilot study. Dr. S. Saravanan | M. Dharani "A Study on Factors of E-Banking Challenges in India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31147.pdf Paper Url :https://www.ijtsrd.com/management/accounting-and-finance/31147/a-study-on-factors-of-ebanking-challenges-in-india/dr-s-saravanan
Customers’ Satisfaction on E Banking Services in Indian Banking Sectorsijtsrd
Internet Banking is about using the infrastructure for digital age to create opportunities, both in local and global market. The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Indore district. Banks play a major role in all the economic and financial activities in modern society E banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking servicesThis paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Indore district. The sample size of the study is 80 the data is gathered from the primary information. For the purpose of analysis, the customer’s satisfaction in both banks has been assessed in seven dimensions based on the suggestions. Reliability, Accessibility, User friendliness, Privacy Security, Efficiency, Responsiveness and Fulfilment. ANOVA test were applied to test the hypotheses. Dr. Kamaljeet Bhatia "Customers’ Satisfaction on E-Banking Services in Indian Banking Sectors" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45231.pdf Paper URL: https://www.ijtsrd.com/management/other/45231/customers’-satisfaction-on-ebanking-services-in-indian-banking-sectors/dr-kamaljeet-bhatia
1. www.theinternationaljournal.org > RJSSM: Volume: 03, Number: 04, August-2013 Page 1
Abstract—The paper examines the influence of Internet Banking Service Quality (IBSQ) on
Customer Satisfaction (CS) in the Ghanaian banking industry. The study was a cross-sectional
survey that employed the use self-administered questionnaire to collect data from a sample of
200 respondents through personal contact. Through Structural Equation Modelling approach,
the findings indicatethat,of the five IBSQ dimensions, web designfactors
havesignificantlypositive influence on CS, explaining about 79.6% of CS with IBSQ. In spite of
the limitations of the study, the findings offer important theoretical and managerial implications.
The paper contributes to the literature in area of e-Service quality and customer satisfaction in
electronic banking.
Index Terms—banking industry, Customer satisfaction, Ghana, e-service quality, internet
banking, internet banking quality, service quality.
I. INTRODUCTION
Information and communications technologies (ICTs) have become an important tool that has
revolutionalised many areas of life including business and commerce. Information systems are now
used in business to bring in new products, service market opportunities and developing more
information system that is business oriented and supports management processes such as planning,
controlling and co-ordination [1]. One of the areas that ICTs have impacted over the last decade is the
banking industry. Most banks in developed and developing parts of the world are now offering internet
banking services with various levels of sophistication as a competitive strategy [2], [3]. Banking is one
of the services that are information intensive and an ideal centre for successful development of e-
commerce because it provides the opportunity to use the internet and e-commerce to facilitate quick
business transactions that results in customer satisfaction [4].
Banking started in Ghana in 1894 by the establishment of the Bank of British West Africa until
1957 [5]. According to the Ghana Banking Survey (GBS) currently there are 25 banks licensed to
operate in Ghana [6], two of which are the banks under study. In Ghana, the deployment of ICTs in the
banking industry has grown from one level of complexity to another since the government of Ghana
established an ICT framework to facilitate the development of ICT in all sectors of the economy
(ICT4AD, 2003). Aside the ICT4AD project, the government in collaboration with the private sector
has initiated the e-zwich electronic payment platform in 2008 to facilitate business, competition and
better delivery of services in the economy [6]. Currently, some banks like United Bank for Africa,
Merchant Bank Ghana, ECOBANK Ghana, Barclays Bank Ghana, among others have adopted internet
banking platform and a wide range of electronic products and transactions, some of which allow
customers to receive their monthly bank statements via e-mail, online checking of accounts balance,
online transfer of funds, the use of electronic cash systems, and for communicating to customers on
regarding bank statements, other banks use internet banking services to allow business customers to
make inter-bank financial transactions and information sharing [7]-[9].
Competition in the Ghanaian banking industry is becoming keener as the more and more banking
players enter the market. In response, many financial institutions are directing their strategies towards
increasing customer satisfaction and loyalty through improved service quality [7]-[9]. Therefore,it
becomes important for managementof the banks to ensure that they deliver service quality that drives
Effect of Internet Banking Service Quality on Customer Satisfaction: Evidence from
Ghanaian Banking Industry
Simon Gyasi Nimako, Nana Kwame Gyamfi, AbdilMumuni Moro Wandaogou.
Department of Management Studies Education,
University of Education, Winneba, Kumasi – Ghana, West Africa
E-mail: sim.ekomerce@gmail.com
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customer satisfaction and loyalty [10]-[13]. Firms that provide superior service quality as measured by
customer satisfaction also experience higher economic returns than competitors that are not so service-
oriented [12]-[14].
Existing literature has focused on e-banking in Asian countries including Malaysia [15], Thailand
[16] and India [17]. Few research that have contributed knowledge on Sub-Saharan Africa include a
study on regulating Internet banking in Nigeria [18], on the determinants of Internet and cell-phone
banking adoption in South Africa [19], an initial exploration in Ghana [8], [9]. Sub-Saharan Africa is
a region in dire need of development and probably one with the greatest need of research attention in
e-banking. In view of the many benefits that could accrue to Ghana from successful implementation of
electronic business solutions, a study that focuses on such an under-researched part of the world would
be very useful to practitioners and scholars. Very little is known regarding the relationship between
internet banking service quality and customer satisfaction in the banking industry in Ghana. Therefore,
more empirical studies in this area are needed to inform policy direction and further theoretical
discourse regarding internet banking effects in developing country Sub-Sahara Africa context. In view
of this, the main purpose of this paper is to examine the influence of internet banking service quality
(IBSQ) on customer satisfaction (CS) in the Ghanaian banking industry (GBI).
II. LITERATURE REVIEW AND HYPOTHESES
A. Service Quality
Service quality (SQ) has received a great deal of attention in the marketing literature from both
scholars and practitioners in business. Many studies have established that SQ is a crucial driver of
satisfaction [11]-[13], profitability [10], and a key competitive advantage for modern business firms
[11], [12], [20]. Indeed, SQ is not just a corporate offering, but a competitive weapon which is
necessary for corporate profitability and survival [14]. SQ has been defined as the difference between
customer expectations for service performance prior to service encounter and their perception of the
service received [21]. Reference[22] defined SQ as the subjective comparison that customers make
between the quality of service that they wish to receive and what they actually get.
Regarding the dimensions and aspects of SQ of firms, some past studies such as [11], [23] have
established different conceptualizations of the SQconstruct. This has resulted in different instruments
for measuring SQ. Reference[11] maintains that SQ has both process and outcome dimensions that are
critical to service context, which have been verified in some previous studies [23], [24]. Reference [23]
develop the dimensions of SQ in their GAP and Extended GAP analyses based on which they
developed the popular SERVQUAL model. The SERVQUAL model has been modified in many
previous studies to suit a particular context. This has been noted by [23, p. 31] that the SERVQUAL
instrument could be “adapted or supplemented to fit the characteristics or specific research needs of a
particular organisation”. However, due to the differences between traditional service and electronic
service, obviously SERVQUAL scale is not suitable for measuring SQ in electronic or internet
environment due to the absence of staff, absence of traditional tangible elements, and self-service of
customers [25]. It has been argued in many past studies that new scales need to be developed for e-
service quality [25], [26].
B. E-service Quality
E-service has been an interesting and important area to scholars and practitioners alike. E-service
has been defined as a web-based service or an interactive service that is delivered on the internet [3].
Reference[27]conceptualises e-service as deeds, efforts, or performances whose delivery is mediated
by information technology. Generally, it can be defined as an interactive content-centered and internet-
based customer service that is driven by customers and integrated with the support of technologies and
systems offered by service providers, which aim at strengthening the customer-provider relationship.
Given the technology quality dimensions of e-service quality that are different from the traditional
service context, e-service quality has been regarded as having the potential to not only deliver strategic
benefits but also to enhance operational efficiency and profitability [3].
A review of existing literature indicates that many past studies have found different dimensions for
e-service quality that are useful for different research contexts [25], [26]. Reference[28] found the
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following e-service quality aspects: site design, reliability, delivery, ease of use, enjoyment and control
in the context of E-service. It has been found by [29] that ease of use, aesthetic design, processing
speed, and security in online retailing are essential e-service qualities. Kim et al. [30] identified nine e-
service quality items, being: efficiency, fulfillment, system availability, privacy, responsiveness,
compensation, contact, information and graphic style in online retailing.
Recent studies show a combination of traditional SERVQUAL and the web-interface quality
dimensions. Reference[25] proposed eight dimensions of e-service quality, which are: website design,
reliability, responsiveness, security, fulfillment, personalization, information and empathy. Past studies
on determinants of e-service quality adoption also indicate that e-service experience has impacted on
customers’ perceptions and evaluation of e-service quality [31]. Reference [32] opine that the
perceived web site quality and customer satisfaction is relevant to customers’ loyalty to the web site. In
view of the above, e-service quality dimensions would be explored in the internet or e-banking context.
C. Internet Banking Service Quality
Internet banking could be conceptualized within the context of electronic banking. Though it has been
variously defined, according to [33], electronic banking is the delivery of banks’ information and
services by banks to customers via different delivery platforms that can be used with different terminal
devices such as personal computer and mobile phone with browser or desktop software, telephone or
digital television. Reference [34, p. 2]maintain that internet banking is situation where “customers can
access their bank account via the internet using a PC or mobile phone and web-browser.” Internet
banking has received considerable interest from scholars and practitioners as a result of the value and
usefulness customers derive from internet banking, as well as the practical value of implications it
offers marketers. A bank could enhance its reputation, customer retention, get new customers and
increase financial performance by delivering superior quality internet banking services to its valued
customers [35] - [37].
Reference [38] in an explorative study in Irish online banking context found ten dimensions of
online retail banking, which are: web usability, security, information quality, access, trust, reliability,
flexibility, responsiveness, self-recovery, and personalization/customization. In the empirical work of
Ho and Lin [26] in an emerging economy of Taiwan Internet banking sector, they developed and
validated a five dimension internet banking service quality with 17-item measurement scale for
measuring the service quality in internet banking. The five emerged dimensions were based on e-
service quality model of [32], namely: web design, customer service, assurance, preferential treatment
and information provision.
First is Web design: This dimension covers the design of the web site and includes items like web
content layout, content updating, navigability, and user-friendliness. These are consistent with findings
of previous studies [39], [37], [40].
Second is Customer Service: Customer service has been recognized as an important element for
enhancing service quality in online shopping and banking [3]. Elements in customer service dimension
have been noted in many previous studies [41], [42]. This dimension has to do with service reliability,
customer sensitivity, personalized service, and fast response to complaints that have been described as
responsiveness to customer needs and complaints [23].
Third is Assurance: Many previous studies have demonstrated that assurance is one of the critical
elements of online banking service quality [29], [42]. The assurance dimension describes impressions
by the service providers that convey a sense of security and credibility [23]. Security and privacy are
related items that affect the confidence to adopt online banking services [43].
Fourth is Preferential treatment: This is related to the added value of using internet banking
services. Where customers perceive that the incentive of online banking is attractive then they would
be more willing to use internet banking.
Fifth is Information provision: Information provision has become one of the key elements of
online service quality as customer would need the right information that enables them complete online
banking transactions successfully [25].
In this study, internet banking service quality is, thus, conceptualized as a construct with five
dimensions that were identified in the empirical work of [25].
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D. Customer Satisfaction
Customer satisfaction (CS) has become a major area of marketing that has received considerable
publications from practitioners and scholars in the last two decades. CS has been recognized as an
important element that drives customer retention, loyalty and post-purchase behavior of customers[10],
[20], [44]. Many studies confirm that the measurement of CS regarding the service quality of firms is a
necessary means by which organizations delve into the minds of its customers for useful feedback that
could form the basis for effective marketing strategy [14]. Since firms exist to satisfy customers by
meeting their requirements, it is crucial for banks that offer internet banking services to periodically
and consistently measure the satisfaction of their customers. As the IBSQ delivery may influence CS it
becomes important to study and understand which IBSQ dimensions are having significant influence
on CS so as to inform management strategy.
Customer satisfaction has been defined in different context by different authors. According to
reference [20, p.144] “Satisfaction is a person’s feeling of pleasure or disappointment resulting from
comparing a product’s performance (outcome) in relation to his or her expectation.” While some
authors perceive satisfaction as a cumulative, others view it as transactional. On the one hand from a
transactional-specific perspective, CS is based on a one time, specific post-purchase evaluative
judgement of a service encounter [45]. On the other hand, in the cumulative CS perspective, CS is
conceptualised as an overall customer evaluation of a product or service based on purchase and
consumption experiences over a time period[46]. It is argued that since cumulative satisfaction is based
on a series of purchase and consumption experiences, it is more useful and reliable as a diagnostic and
predictive tool than the transaction perspective that is based on a one-time purchase and consumption
experience. Therefore, in this study, customer satisfaction is measured from the last twelve months of
using internet banking facilities of the two banks, so CS is conceptualised as cumulative and adopts the
definition of satisfaction given by [47] as operational definition in this paper: CS is “The process of
customer overall subjective evaluation of the product/service quality against his/her expectation or
desires over a time period.”
E. Influence of IBSQ on Customer Satisfaction
The fact that service quality of a firm has a positive influence on satisfaction of customers is well
documented in the literature [11]-[14], [47]. Internet banking quality has also been found to be a driver
of customer satisfaction in different service contexts [48], [49]. Improvement in the internet service
quality could be made if customers’ satisfaction and perception of it and how IBSQ affects CS can be
measured in the first place. Effective measurement the impact of IBSQ on customer satisfaction could
be very useful in the allocation of resources based on critical factors and in the segmentation of
customers in meeting their needs and wants [11]-[14]. However, it is a documented fact in the
literature that different service context could induce unique and critical electronic service quality
variables useful to the service context. As a result, current research keeps exploring the impact of
IBSQ in different countries and industries. Therefore, this paper examines IBSQ and how it is related
to customer satisfaction in a Sub-Sahara Africa country context for theoretical and managerial
implications.
F. Research Model and Hypotheses
The research model for this study is presented in Figure 1. It depicts the framework of constructs
and their interrelationships that address the main research purpose examined in this paper. It is based
on the two main constructs of this study: customer satisfaction and internet banking service quality.
Based on existing literature review, customer satisfaction is conceptualized as cumulative in this study
in that it is based on a series of internet banking service encounter experiences at least for the past
twelve months [46]. CS is measured using two items, overall satisfaction measure and expectation
disconfirmation measure. The conceptual framework for this study adopts the dimensions of IBSQ
identified in the work of [26]. This model was adopted for three reasons. First, the model was based on
extensive literature review. Second, it was based on research in an emerging economy context, which
is similar to the emerging economy of Ghana. Third, the dimensions in the model are validated
empirically as applicable to internet banking context and not just general e-service quality context.
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The study, therefore, sought to examine the extent to which these IBSQ items influence CS in the
context of banking industry in a developing country, Ghana. These IBSQ dimensions are Web design,
Customer service, Assurance, Preferential treatment and Information provision [26]. Therefore, based
on the literature reviewed, we propose that IBSQ dimensions will have significantly positive influence
on customer satisfaction, and specifically hypothesize that:
H1:Web design will have positive influence on customersatisfaction.
H2:Customer service will have significantly positive effecton customer satisfaction
H3:Assurance will have significantly positive effect on customer satisfaction
H4:Preferential treatment will have significantly positive effect on customer satisfaction
H5:Information provision will have significantly positive effect on customer satisfaction
Fig. 1 Research Model. It depicts the hypothesized relationships between IBSQ and satisfaction that
will be tested.
III. METHODOLOGY
A. Population and dataset
The target population consists of internet banking customers of Ghana Commercial Bank Ltd.
(GCB) and Merchant Bank Ghana Limited (MBG) who have used internet banking services for at least
the past twelve months.Originally, the main two banks were chosen for a comparative study as a result
of their unique differences in operational focus with similar internet banking platform.. While GCB is
mainly into tradition banking products (e.g. savings/current account) with little investment banking
service, MBG is typically into investment banking products (e.g. Funds/Portfolio Management, Money
Market Operations, Investor Search & Joint Venture Arrangement) as well as other specialist services
(e.g. Registrar Services, and Corporate Finance & Advisory Services). As a result of the richness of the
dataset, the present paper utilizes the same dataset to study how consumer evaluation of IBSQ affects
their satisfaction using structural equation modelling approach for both managerial and theoretical
implications.
B. Sampling
The dataset involved 200 conveniently sampled respondents, 100 from each sub-group. In selecting
the 200 respondents, a purposive sampling method was used to consciously select customers who meet
the criteria of having used internet banking services for the past twelve months.
C. Data Collection Instrument
A self-administered structured questionnaires was developed based on the literature reviewed to gain
insight into customers’ satisfaction with internet banking service quality in GCB and MBG. The self-
administered questionnaire contained three sections. Section one contained bio data of respondents –
gender, age, education, income and marital status. Section two focused on CS and section three
contained mainly five dimensions with 17 items for internet banking service quality dimensions
developed by Ho and Lin (2010). Overall satisfaction with the internet banking service quality was
measured by asking respondents to rate their satisfaction with IBSQ using a five-point satisfaction
scale and five-point a disconfirmation scale: Much worse than expected (1), worse than expected
Web design
Customer service
Assurance
Preferential treatment
Satisf-
action
Information provision
H1
H2
H3
H5
H4
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(2),equal to expectation (3), better than expected (4) and much better than expected (5). In all, (17)
items asked about satisfaction with five dimensions of internet banking service quality adapted from
[26], two items related to overall CS with internet banking service quality, and five (5) items related to
the respondents characteristics. To assess the initial measurement scale reliability, all items in the
model are derived from the literature for strong construct validity, and from Table 1, the Cronbach
alpha reliability indicate values greater than the recommended 0.70 [50], implying acceptable level of
reliability for each construct, except Assurance, which was 0.661 that is close to 0.70. Therefore, the
items in the measurement scale are considered to possess high-internal consistency and reliability.
IV. DATA ANALYSIS
A. Data Analysis Methods
Data were analysed using SPSS 16.0 for windows. Data was analysed using SPSS version 16.0 and
Amos version 18.0 to perform Confirmatory Factor Analysis (CFA) and Structural Equation
Modelling (SEM) to test the hypothesized relationships among the constructs in proposed model
(Figure 1). SEM approach involves several methods such as covariance structure analysis, latent
variable analysis, confirmatory factor analysis, path analysis and linear structural relations analysis,
and can estimate the interdependent, multiple regression equation simultaneously among different
constructs [51]. In SEM, first the reliability and validity of the constructs are assessed, followed by
assessment of model fitness and then the path co-efficients of the hypothesized relationships.
B. Respondents’ Characteristics
The study involved respondents with varied background characteristics.In terms of gender, 51.8% of
the respondents were males and 48.2% were females. 12.9% of the respondents were below 25 years
and 38.1% were between 25 and 35 years, and 30.2% between 36 and 45 years respectively, while
16.5% and 2.2% were between 46 and 55 years and 56 years and above respectively. This implies that
majority of them were in the economically active population (25 – 45 years). All respondents were
educated with majority of them, 79.1% having tertiary education, while 7.9% had Senior High School
(SHS) and 12.9% had post-SHS education. In terms of monthly income, few of them, 2.9% earned
below GH¢100, 33.1% earned between GH¢101 to ¢500, while 27.3% and 18.7% earned between
GH¢501 to GH¢1000 and GH¢1001 – 1500 respectively. 18% of them earned above GH¢1500. 64.7%
of the respondents were married, 31.7% were single and 3.6% had other marital status. Finally, 55% of
the respondents belonged to GCB while the rest 44.6 belonged to MBG.
C. Reliability
Reliability refers to the extent to which a measuring instrument yields consistent results under
similar conditions [51]. It is judged by strong theoretical basis for all construct indicators, high factor
loadings greater than or equal to 0.5 and high composite reliability (CR) value greater than or equal to
0.7 [51]. As mentioned earlier, all items in the model are derived from the literature, construct item
reliability values are shown by the factor loadings (FL) presented in Table 2. Two items, one each of
Customer Service and Assurance dimensions had FL lower than 0.5, so they were removed. The rest of
the items as indicated in Table 2have high factor loading above 0.05, implying that the individual
items explain well the variances of the construct they represent. After the refinement of scale,from
Table 2, the Cronbach alphas indicate values greater than 0.70 for each construct, implying acceptable
level of reliability for each construct.
D. Construct Validity
Construct validity are assessed through convergent validity and discriminant validity [51].
Convergent validity could be assessed through item reliability, composite reliability, and the average
variance extracted (AVE) [52]. As already demonstrated for item reliability in Table 2, the factor
loadings of items to their respective constructs are strong providing evidence to support the convergent
validity of the items measured [51], [52]. The composite reliability, which is a measure of internal
consistency comparable to coefficient alpha [52], is above 0.70, implying acceptable level of reliability
for each of constructs. Finally, convergent validity is judged to be adequate when AVE equals or
exceeds 0.50. As shown in Table 3, all the AVE values in the diagonal are greater than 0.5 and the
composite reliability (CR) are all above the recommended 0.70. Therefore, taken together, the
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evidence from the high composite reliability values, high factor loadings, combined with high AVE
estimates provide strong evidence in support of convergent validity.
E. Discriminant Validity
Discriminant validity refers to the extent to which the measure of a construct does not correlate with
measures of other constructs, and thus measures the extent to which constructs are different. At the
construct level, discriminant validity is considered adequate when the variance shared between a
construct and any other constructs in the model (covariance) is less than the variance which that
construct shares with its measures (AVE) [51]. As indicated in Table 3, the AVE estimates in the
diagonal are greater than the covariance below the diagonal (inter-construct correlations), therefore,
discriminant validity appears satisfactory at the construct level in the case of all constructs. This
indicates that each construct shared more variance with its items than it does with other constructs.
Since the results show good discriminant validity for the constructs, the constructs in the proposed
research model are deemed to be adequate.
F. Model Goodness-of-fit
In using SEM, the structural model is expected to show a good model fit index before proceeding to
examine the psychometric properties of the model. The usual method is the use of the chi-square
method or the ratio of the chi-square to its degree of freedom, with a value less than 3 indicating
acceptable fit [51], [53]. However, due to the fact that the chi-square of the default model could be
affected by large sample size greater than 250, many researchers recommend a combination of several
fitness indices for judging fitness of a structural model [51]. Several benchmarks for good-fit indices
have been suggested by many scholars [51], [53] as shown in Table 4. Reference [51] advise that to
provide strong evidence of good model fit, a combination of at least one absolute goodness-of-fit
measure, one absolute badness-of-fit index, one incremental fit measure and one comparative fit index
should be used.
In this study, as shown in Table 4, all the fit-indices are either very close to or better than their
corresponding recommended values. Though the Chi-square to the degree of freedom (CMIN) shows a
significant value (p = 0.000), the rest of the fit indices appear satisfactory: GFI= 0.886, AGF = 0.842,
RMSR = 0.045, RMSEA = 0.076, NFI = 0.931, CFI = 0.952, PGF = 0.637. Therefore, there is good fit
for the model. Thus, we proceed to examine the regression co-efficients for the estimated structural
model.
TABLE 1
INITIAL CRONBACH ALPHA RELIABILITY STATISTICS
Code Item Alpha
Web design
WD1 Easy completion of online transactions.
0.880
WD2 Easy logging on online portal.
WD3 Easy understanding which button to be clicked for the next step.
WD4 Helping customer to complete a transaction quickly.
Customer service
CUS1 Sufficient and real time financial information provided by the internet
banking portal site.
0.870CUS2 Validity of the hyperlinks on the bank's portal.
CUS3 Quickness of the Web page on bank's portal site loading.
CUS4 Banking portal to perform service correctly at the first time.
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CUS5 Prompt reception of responses to customer request.
CUS6 Internet banking system’s ability to guide customer to resolve problems
Assurance
AS1 Reliability and credibility of transactions on the banking portal.
0.661AS2 Protection/security of customer transaction data...
AS3 Feeling of relief of customer to transact on internet banking
Preferential treatment
PT1 Offering preferentially lower fees/ rates and charges
0.860
PT2 Reasonability of the transaction fee for this banking portal site.
Information provision
IP1 Complete and sufficiency of the information…
0.819
IP2 Accuracy of the online transaction process of the bank.
Table 1 shows the measurement constructs, their indicators and their respective Cronbachapha
reliability values.
TABLE 2
FACTOR LOADINGS, RELIABILITY AND DESCRIPTIVES
Items FL α CR MEAN SD
CS 0.981 0.991
Item 1 0.992 3.09 1.253
Item 2 0.973 3.37 1.261
WD
Item 1 0.822 0.880 0.897 3.31 0.74
Item 2 0.780 3.20 0.76
Item 3 0.800 3.27 0.77
Item 4 0.809 3.15 0.75
CUS 0.852 0.859
Item 1 0.801 3.26 0.78
Item 2 0.648 3.18 0.62
Item 3 0.620 2.36 0.62
Item 4 0.819 0.898 3.14 0.79
Item 5 0.819 2.22 1.09
AS 0.792 0.900
Item 1 0.761 3.41 0.86
Item 2 0.863 3.34 0.79
PT
Item 1 0.934 0.860 0.942 2.62 0.90
Item 2 0.844 2.12 1.22
IP 0.819 0.915
Item 1 0.850 3.5 0.74
Item 2 0.825 3.89 0.86
Note: FL –Factor Loading; α–Cronbach alpha;CR – Composite reliability; SD –Standard deviation;
X – Means;
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TABLE 3
AVE AND INTERCONSTRUCT CORRELATIONS
Const. CS WD CUS AS PT IP
CS 0.731
WD 0.365 0.601
CUS 0.451 0.412 0.814
AS 0.320 0.281 0.385 0.603
PT 0.527 0.417 0.826 0.394 0.883
IP 0.291 0.365 0.249 0.270 0.279 0.631
Note: The covariance are below the diagonal, AVE estimates are in diagonal;
TABLE 4
MODEL GOODNESS-OF-FIT
Goodness-of-fit Indices, Bench-mark value
Absolute goodness of fit
Chi-square (CMIN) P >0.05 0.000
Chi-square/degree of freedom ≤ 3 2.240
Goodness-of-fit Index (GFI) ≥ 0.90 0.886
Adjusted Goodness-of-fit (AGF) ≥ 0.80 0.842
Absolute badness of fit
Root Mean Square Residual (RMSR) ≤ 0.1 0.045
Root mean Square Error of Approximation (RMSEA) ≤ 0.08 0.076
Incremental fit measure
Normed Fit Index (NFI) ≥0.90 0.931
Comparative Fit Index (CFI) ≥ 0.90 0.952
Parsimony fit measure
Parsimony Goodness-of-Fit (PGF) ≥ 0.50 0.637
G. Assessing Hypothesized Relationships
Table 5 and Figure 2 provide a summary of the results for testing the hypotheses and analysing the
path co-efficients respectively.They show that all the hypotheses were not supported by the data,
except one. Specifically, it indicates that Web design (WD) factors significantly influence CS (β =
0.796, p < 0.05), supporting hypothesis H1. Satisfaction is not influenced by the following dimensions,
given a 0.05 significant value: Customer service (β = -0.558, p = 0.395), Assurance dimension (β =
0.265, p = 0.179), Preferential treatment (β = 0.490, p = 0.208), and Information provision (β = 0.004,
p = 0.971). Thus,no support was found for hypotheses H2, H3 and H4 and H5 respectively.
Moreover, the results indicate that Web design factors influence CS by 79.6% in GBI context. The
square multiple correlation (R-square) also indicates that, generally, the proposed model helps predict
CS by 74.1% (R2
= 0.741). Thus, 74.1% of the variances in CS could be explained by the proposed
model in the research context.
TABLE 5
RESULTS FOR HYPOTHESIS TESTING
Hypothesized Path
Std.β S.E. C.R. p-value Rk
H1 CS <---WD .796 .337 2.875 .004* S
10. www.theinternationaljournal.org > RJSSM: Volume: 03, Number: 04, August-2013 Page 10
H2 CS<--- CUS -.558 .590 -.850 .395 NS
H3 CS<--- AS .265 .239 1.344 .179 NS
H4 CS<--- PT .490 .249 1.259 .208 NS
H5 CS<--- IP .004 .123 .036 .971 NS
Notes: *Significant at 0.05, Std.β = Standardised regression co-efficient; S.E. = Standard error, P-
value = significance of co-efficients are Maximum Likelihood Estimates, C.R.- Critical Ratio, RK –
Remarks, S-supported, NS – Not Supported.
Fig. 2 Estimated research model. It depicts the regression co-efficients indicating the impact of internet
banking service quality dimensions on customer satisfaction (CS).*significant at 0.05.
V. DISCUSSION AND IMPLICATIONS
A. Theoretical Implications
The main aim of this paper was to determine the IBSQ factors that significantly drive CS in the
Ghanaian banking industry. This paper, therefore, has validated a theoretical model predicting CS in e-
banking context. The proposed model found one significant determinant of CS, which is Web design,
having four factors such as easy completion of online transactions, easy logging on online portal, easy
understanding which button to be clicked for the next step and helping customer to complete a
transaction quickly.These are therefore, the four items that are critical drivers of CS of IBSQ in the
GBI.
Theoretically, the paper adds to the general marketing and e-banking literature that CS could be
influenced by aspects of IBSQ[32], [37], [48]. The study did not find support for four aspects of IBSQ,
which are: Customer service, Assurance, Preferential treatment and Information provision.
The paper provides empirical evidence that not all IBSQ factors may significantly drive CS in every
service context. The extent to which IBSQ factor will induce CS may depend a number of factors
ranging from technology readiness [54], individual user adoption level, level of ICT technical know-
how, to the level of development of national e-banking platforms to enhance industry-wide delivery of
quality electronic banking services and products, among others.
Thefinding that CS is significantly influenced by web design factors of IBSQ in the Ghanaian
banking industry, should be understood in the context of adoption and innovation stage of internet
banking in Ghana. In the Ghanaian banking industry, internet banking is still at the infant stage in
Ghana, and its adoption is still relatively low. Therefore, most customers seem to be much more
concerned about the basics in using e-banking – web design factors. Web design factors becomes the
first issue of concern for most online users. This is because the value of the rest of the functions of
internet banking services dependents, to a large extent, on the functionability of the web page, its links
and the speed and user friendliness of the internet banking portal.
While the findings of this paper challenge those of previous studies that have found support for
Customer service, Assurance, Preferential treatment and Information provision[25], [26], [32], it does
not imply that those other IBSQ factors are not useful in the Ghanaian banking industry, rather they
Web design
Customer service
Assurance
Preferential treatment
CS
Information provision
-0.558
0.796*
0.004
0.265
0.490
R2
= 0.741*
11. www.theinternationaljournal.org > RJSSM: Volume: 03, Number: 04, August-2013 Page 11
imply that those factors should still be given attention as they operate together with web design factors
in an integrative way. However, banking management should give much attention to wed design
factors in order to achieve higher levels of customer satisfaction with IBSQ, while the other factors are
to be provided, at least at the minimum level.
B. Managerial Implications
This paper offers several implications and recommendations to management of electronic banks in
general, and internet banks in particular. First, it was found that Web design has the strongest influence
on CS. This implies thatmanagement should give more attention to web design factors and devote
resources to providing excellent web design features that delivers high level of efficiency and
functionability of internet banking portal that meet and exceed customers’ expectations.
In order to ensure that web design of the internet banking is effective and efficient for customer
satisfaction, it is recommended that:
1. Internet banking portal should provide easy completion of online transactions. For easy
completion of online transactions, management should ensure that there are simple instructions
to guide users on how to use various banking services and online activities [55]. In addition to
this, the site should have frequently asked questions [FAQs] function to help users with common
questions such as online bank transfers, charges for online services, protecting passwords,
privacy, security issues about online bank transaction, use of search facility, and other relevant
information [56].
2. Internet banking portal site should provide easy logging on online portal. The internet banking
portal should have effective log on system that is valid and easy for users to enter their user
names and passwords. The log on features should be convenient to users and should not be
difficult for users to be verified using their user identifications and credentials before being able
to do their online banking transaction [57].
3. Internet banking web stie should provide easy understanding to customers of which button to be
clicked for the next step. The management should ensure that web site designers ensure that the
links provided customers on the site are valid, and ensure user-friendly background
characteristics such as colour, legibility, readability, and easy to identify and control buttons
[55], [56]. This is because ease of navigation enhances user efficiency and re-use behaviour [56].
4. Internet banking site should be able to help customer to complete a transaction quickly. Online
transactions should provide competitive advantage by enabling consumers to complete
transactions quickly and faster than offline transactions [2], [4], [25], [26], [38], [55]. This means
that management should ensure that internet banking portals are enhanced with greater
bandwidth for greater speed for browsing, and quick opening of web pages for online
transactions. Thus, it should nottake too much time for web pages to open for users to do their
online banking transaction [57].
VI. CONCLUSION AND LIMITATIONS
In conclusion, the purpose of the study was to empirically examine the influence of IBSQ factors
on CS in Ghanaian banking industry. The paper concludes that within Ghanaian banking industry, web
design factors significantly influences CS and that the rest of the IBSQ identified in the literature may
not significantly linked to CS in the research context, given the relatively infant stage of internet
banking development in Ghana and the low level of its adoption.
The findings of this paper should be interpreted within its limitations. First, the study included
respondents from only two well established internet banking firms in Ghana. As the banking industry
in Ghana matures, it might be that other IBSQ factors might become critical in determining CS.
Therefore, future research should widen the scope of the study in terms of the sample size and its
composition and the factors of IBSQ to include. This should provide deeper empirical insight on IBSQ
and CS linkage and compare the results with those found in this paper and previous studies to enhance
the theoretical discourse on IBSQ in banking industry in developing counties.
12. www.theinternationaljournal.org > RJSSM: Volume: 03, Number: 04, August-2013 Page 12
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