Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia

Mwiya, Bruce; Katai, Mathew; Bwalya, Justice; Kayekesi, Maidah; Kaonga, Sekela; Kasanda, Edwin; Munyonzwe, Christopher; Kaulung’ombe, Bernadette; Sakala, Eledy; Muyenga, Alexinah; Mwenya, Donald

doi:10.1080/23311975.2022.2143017

Cited by 15 publications

(8 citation statements)

References 58 publications

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“…The study also found that customer satisfaction fully mediates the relationship between all four electronic banking service quality dimensions and customer loyalty. In the same vein, the findings of Mwiya et al (2022) indicate that security, website attribute, privacy, responsiveness, efficiency, fulfilment and reliability are indeed relevant to electronic service quality and they affect customer satisfaction positively.…”

Section: Review Of Prior Empirical Studiesmentioning

confidence: 92%

Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation

2023

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In this ever-growing competitive banking industry, understanding the effect of electronic banking service quality on customers’ satisfaction and loyalty is the secret to being competitive and successful in the sector. In Ethiopia, measuring service quality in the banking sector is a new paradigm. The primary purpose of this research was to examine the effect of electronic banking (e-Banking) service quality on customer satisfaction in Ethiopia’s emerging banking industry. Data were obtained using a closed-ended structured questionnaire from a total of 385 participants selected using a convenience sampling technique. Frequencies, percentage distributions, group modes, standard deviations, Chi-square correlations, and multinomial logistic regression were employed to analyze the quantitative data. The results confirmed a significant effect of the variables responsiveness, reliability, security and privacy, speed, and convenience on customer satisfaction. Similarly, customer satisfaction with the electronic banking service quality has a significant effect on customer loyalty. System availability, easiness to use, and service charge, on the other hand, have no statistically significant impact on customer satisfaction. Hence, based on the findings of this study, it is recommended that banks should focus on the factors related to responsiveness, reliability, system availability, and speed to maximize customer satisfaction and loyalty. The adoption of electronic banking service that offers a meaningful guarantee takes care of problems promptly, provides services precisely as promised, is always available and quick delivery enables customers to be better satisfied and thus create committed and loyal customers.

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Section: Review Of Prior Empirical Studiesmentioning

confidence: 92%

Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation

2023

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“…However, it is currently argued that product and service quality will also affect customer satisfaction directly. In terms of service quality dimensions, automated banking has been found to affect customer satisfaction (Mwiya et al, 2022).…”

Section: Online Bankingmentioning

confidence: 99%

Assessing the Effect of Online Banking Service Quality on Customer Loyalty in Malaysian Banking Industry: The Mediating Role of Customer Satisfaction

Noormajidah Nordin,

Selvan Perumal,

Maria Abdul Rahman

2024

epra

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Technological improvements have greatly transformed the modern banking business, specifically through the substantial expansion of online banking. Online banking represents an innovative information system consuming the creative resources of the Internet to facilitate access for bank customers to an increasing array of financial services. Understanding the importance of high-quality online banking services in promoting customer loyalty is necessary for remaining competitive and establishing success in this rapidly changing and competitive industry. In response to this fundamental change, the banking industry has used digital methods to improve the way services are provided and to increase customer satisfaction and loyalty. This paper aimed to evaluate the effect of online banking service quality on customer loyalty in the Malaysian context. A survey is conducted for this purpose and a sample of 268 respondents is chosen which includes males and females. A self-administered questionnaire is used for data collection. The study found significant factors affecting the adoption of online banking, involving convenience, website quality, privacy, and security. This study provides important advertising understanding for banking professionals involved in the development and implementation of online banking products. Furthermore, the study has ramifications for policymakers seeking ways to encourage an online environment by highlighting key issues that require careful attention. KEYWORDS: Banking Industry in Malaysia, Loyalty, Online Banking Service Quality, Customer Satisfaction.

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“…Tetteh (2022) analyzed the impact of electronic banking service quality on customer satisfaction and loyalty using structural equation modeling and found that convenience, ease of use, accessibility, and affordability were significant drivers of customer satisfaction. Mwiya et al, (2022) identified security, website attribute, privacy, responsiveness, efficiency, fulfillment, and reliability as relevant to electronic service quality and having a positive impact on customer satisfaction. (Sewaka et al, 2021) demonstrated a positive and significant relationship between service quality, customer satisfaction, and loyalty intention among e-banking users.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors Influencing Customer Satisfaction on E-Banking Services: A Study of Libyan Banks

Almansour

Elkrghli

2023

Int. J. TIM

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This study aimed to investigate the factors influencing customer satisfaction with e- banking services in Libyan banks, with a focus on perceived usefulness, perceived ease of use, perceived credibility, and customer attitude. A descriptive research design with a quantitative research approach was used, and data was collected through a questionnaire distributed online to 215 e-banking users. The findings revealed that perceived usefulness, perceived ease of use, perceived credibility, and customer attitude have a significant positive impact on customers' satisfaction with e-banking services. Customer attitude was found to be the most important factor, followed by perceived ease of use, perceived credibility, and perceived usefulness. The results of this study can be useful for banks in Libya in improving their e- banking services to enhance customers' satisfaction. Banks should prioritize improving customer attitudes towards e-banking services, followed by enhancing the ease of use and credibility of their platforms. Banks should also consider promoting the perceived usefulness of their e-banking services to further increase customer satisfaction. By taking these actions, banks can attract and retain more customers while staying competitive in the digital age. Additionally, these findings can contribute to the existing literature on e-banking services and customer satisfaction, providing valuable insights for future research.

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Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia

Cited by 15 publications

References 58 publications

Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation

Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation

Assessing the Effect of Online Banking Service Quality on Customer Loyalty in Malaysian Banking Industry: The Mediating Role of Customer Satisfaction

Factors Influencing Customer Satisfaction on E-Banking Services: A Study of Libyan Banks

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