Customers Satisfaction in Internet Banking: A Review(2008–2017)

Abstract

This paper presents a systematic review of the literature of 44 research articles published customers' satisfaction in Internet banking between (2008 and 2017). This review aims to address this gap in the literature by identifying the antecedents predicting customer satisfaction in Internet banking literature. Achieving our aims will bring together fragmented literature to serve as a foundation for research into customer satisfaction in Internet banking involving the use of Internet banking and other related digital platforms such as the mobile-banking. The results show that Asian countries recorded the highest number of publications. Also, we identified limited research from specific regions. For example, we could not identify any peer-reviewed articles from some of the European countries such as Sweden, The Netherlands, Germany, Belgium, Denmark, and Norway. Also, there are limited studies identified from the Middle East. And even countries that have well-developed e-commerce systems from the Middle East and Africa such as Egypt, the United Arab Emirates, Lebanon, Israel, and South Africa have no published papers. Secondly, the study identified SERVEQUAL & e-SERVEQUAL as the main theoretical framework. Third, the result shows that the main predictors of satisfaction in Internet banking are service quality, information quality, and product quality. Finally, this study confirmed the mediating role of customer satisfaction on customer loyalty toward those banks offering the Internet banking service. A comprehensive list of references is presented, along with an agenda for future research to cover the identified gaps.

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