Electronic Banking and Customer Satisfaction: Empirical Evidence from Ghana

Addai, Bismark; Ameyaw, Bismark; Ashalley, Eric; Quaye, Isaac

doi:10.9734/bjemt/2015/19269

Cited by 17 publications

(14 citation statements)

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“…The study also demonstrated that E-banking utilization was associated with customer satisfaction. This is in agreement with findings of Addai et al (2015), Srivastav and Mittal, (2016); Ismail and Alawamleh (2017) who demonstrated that e-banking services was associated with increased customers satisfaction with banking services.…”

Section: Discussionsupporting

confidence: 92%

“…However, experts suggest that the rate at which Nigerians accept the products is far below expectation (Suleimon, 2007). Addai et al (2015) survey study demonstrated a positive association between customer satisfaction and e-banking availability, reliability and convenience. Srivastav and Mittal (2016) investigated positive and negative variables influencing customers' satisfaction with Internet banking.…”

Section: Literature Reviewmentioning

confidence: 93%

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E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria

Asiyanbi¹,

Ishola²

2018

10.5267/j.ac

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This study perused the impact of E-banking services on customer satisfaction of selected bank customers in bank branches located in Challenge, Dugbe, Agbeni, Gbagi, Ojoo, and Secretariat districts in Ibadan metropolis. The study employed a cross-sectional survey design and convenience sampling technique. One hundred (100) bank customers were surveyed through a self-report questionnaire. Four research questions and two hypotheses were tested using Pearson correlation analysis and, t-test for independence at p≤ 0.05. The results revealed high utilization of electronic banking products (ATM (98%), internet banking (85%), electronic transfer (97%). Constraints experienced include internet network failure, bank fraud and business loss due to failed e-transactions. Customers were satisfied with e-banking due to its cashless nature, cash accessibility, saves time from bank visitation and seamless transactions. The study exhibited that customers used and were glad with e-banking products. Customers' segmentation and more investment in e-banking infrastructure were advised for promoting electronic banking services. .

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Section: Discussionsupporting

confidence: 92%

Section: Literature Reviewmentioning

confidence: 93%

E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria

Asiyanbi¹,

Ishola²

2018

10.5267/j.ac

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“…Further, the assessment of customers' DBSs quality perceptions has, thus, become increasingly important and strategic for banks (Huei et al, 2018). That notwithstanding, prior studies on DBS have unearthed quality dimensions that drive customers' satisfaction such as include security/trust, design, availability, convenience, reliability and cost (Zavareh et al, 2012;Dhurup et al, 2014;Addai et al, 2015;Chen et al, 2016;Narteh, 2018). Addai et al (2015) for instance aver that a positive relationship exists between DBS convenience and customer satisfaction which results in maintaining customer intimacy and loyalty.…”

Section: Digital Banking and Quality Servicementioning

confidence: 99%

“…That notwithstanding, prior studies on DBS have unearthed quality dimensions that drive customers' satisfaction such as include security/trust, design, availability, convenience, reliability and cost (Zavareh et al, 2012;Dhurup et al, 2014;Addai et al, 2015;Chen et al, 2016;Narteh, 2018). Addai et al (2015) for instance aver that a positive relationship exists between DBS convenience and customer satisfaction which results in maintaining customer intimacy and loyalty. Yet, as extant literature suggests, assessment of the impact DBS quality on the customers' intention to retain is still underexplored (Murali et al, 2016).…”

Section: Digital Banking and Quality Servicementioning

confidence: 99%

To leave or retain? An interplay between quality digital banking services and customer satisfaction

Egala

Boateng

Mensah

2021

IJBM

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PurposeIn this paper, the authors investigated the impact of quality digital banking services delivered during the COVID-19 pandemic on customers' satisfaction and retention intentions.Design/methodology/approachThis study combined constructs drawn from the E-S-QUAL and BSQ models to measure the impact of digital banking services on subscribers of digital banking services in Ghana. The study utilized structural equation modeling with partial least squares (PLS-SEM) to analyze 395 responses.FindingsResults revealed a significant direct effect between digital banking services satisfaction and customer retention decision. The results also revealed that digital banking services quality dimensions such as ease of use, efficiency, privacy/security and reliability impact customers' satisfaction and retention intentions.Research limitations/implicationsDigital banking service portfolios and their quality dimensions vary among banks. This offers an opportunity for banking institutions and other non-bank financial service providers to be wary of the impact of quality service delivery on customers' decisions. This paper makes significant theoretical contributions and practical implications on the relevance of quality digital banking services in customers' retention strategies for competitive advantage.Originality/valueThis study has underlined the significance of quality digital banking services in developing countries. The study underscored the need for banking and non-bank financial institutions to embrace the much-anticipated quality service demanded by customers and the need for continuous service improvement relative to the growing deployment of financial technologies.

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“…Al-Hawary & Al-smeran (2017) found that the Electronic Service Quality (Ease of use, Web Site Design, privacy, and Responsiveness) affected Customers' Satisfaction of Islamic Banks in Jordan (Al-Hawary et al, 2017). Addai, Bismark, Eric & Quaye (2015) by a multiple regression analysis showed that there is a positive correlation between customer satisfaction and e-baking availability, reliability and convenience in the selected banks in Ghana (Addai et al, 2015). Because the mentioned independent variables in researches for Asadpoor et al, Al-Hawary et al, and Addai et al, were estimated according to the customers' perceptions about E-Services as innovation, so we can call them as innovation characteristics.…”

Section: Literature Reviewmentioning

confidence: 99%

Influential Factors on Customers' Satisfaction of Rural ICT Offices: A Case Study of Lordegan Township in Iran

Khalil-Moghaddam

2019

SASS

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Rural ICT offices (Centers) are one of the initiatives of ICT department in Iran for fulfillment of the rural development process via ICT. Success and effectiveness of these offices depend on the customers' satisfaction regarding the received services. This paper as the one of the first studies in the field of "customers' satisfaction of rural ICT offices" in Iran and the first one in Chahar Mahal va Bakhtiari Province attempts to identify the factors affecting customer satisfaction of ICT offices services in Lordegan Township as a part of Chahar Mahal va Bakhtiari Province. The sample included 39 rural ICT offices (As sample unit) and 272 individuals (As observational unit), who were selected by proportional cluster random sampling method. Survey method was used, and the data was analyzed by correlation and multiple regression techniques. Based on the regression models related to the young and middle-aged groups, 3 variables showed to have significant impact on customers' satisfaction of rural ICT offices in Lordegan Township (Complexity, relative advantage, and educational level) and about the old group, it is deduced that the variable of compatibility has a significant impact on the dependent variable. According to the results, through removing the weaknesses of ICT offices the rural satisfaction of ICT offices can be reinforced.

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Electronic Banking and Customer Satisfaction: Empirical Evidence from Ghana

Cited by 17 publications

References 0 publications

E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria

E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria

To leave or retain? An interplay between quality digital banking services and customer satisfaction

Influential Factors on Customers' Satisfaction of Rural ICT Offices: A Case Study of Lordegan Township in Iran

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