Internet banking and customer satisfaction in Pakistan

Raza, Syed Ali; Jawaid, Syed Tehseen; Hassan, Ayesha

doi:10.1108/qrfm-09-2013-0027

Cited by 95 publications

(119 citation statements)

References 19 publications

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“…It mediates overall satisfaction, which is an antecedent of loyalty (Levy and Hino, 2016). Jun and Palacios (2016) study mobile banking service quality in USA, while Amin (2016) and Raza et al (2015) study internet banking service quality and its relationship to customer satisfaction and loyalty in Saudi Arabia and Pakistan, respectively. The authors found that service quality significantly impacts on satisfaction and consequently leads to loyalty.…”

Section: Research Hypotheses Developmentmentioning

confidence: 99%

Digital banking, customer experience and bank financial performance

Mbama

Ezepue

2018

IJBM

224

167

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Purpose The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks. Design/methodology/approach The research consists of a survey of UK bank customers’ perceptions of the above themes; use of banks’ financial reports to obtain FP ratios; multivariate factor analysis; structural equation modelling; and analysis of variance tests to explore research hypotheses on the relationships among the study factors. Findings The main factors which determine customer experience in DB are service quality, functional quality, perceived value (PV), employee-customer engagement, perceived usability and perceived risk. There is a significant relationship among customer experience, satisfaction and loyalty, which is related to FP. Research limitations/implications This study concentrates on UK bank customers which limits its generalisability to other banks globally. However, the fact that banks typically adopt common standards in bank financial management implies that the findings are potentially robust for global bank management. Replicating the study in banks in other countries will further enhance this robustness. Practical implications Some significant effects of customer characteristics on the study factors were observed, which have useful implications for DB, bank marketing services and bank FP. Originality/value Unlike previous studies, this study uses both Net Promoter Score and financial ratios as dependent variables, to provide a combined study of the relationships among 14 study factors, with implications for bank marketing and FP.

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Section: Research Hypotheses Developmentmentioning

confidence: 99%

Digital banking, customer experience and bank financial performance

Mbama

Ezepue

2018

IJBM

224

167

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“…The analysis indicates a significant positive relationship between assurance, tangibility, reliability and responsiveness with customer satisfaction (Raza et al, 2015). Conversely, empathy shows a positive but insignificant effect on the customer satisfaction.…”

Section: The Literature Review Of E-banking Service Quality Measuremementioning

confidence: 89%

A study on customer's perception of online banking and e-service quality among Chennai customers

Kumar

Shenbagaraman

2017

IJBEX

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Abstract:The information technology advancements in India have more impact on Indian banking industry. Now, the internet is the most preferred medium which is used between customer and the bank. Due to technological advancements in India, the internet availability and the internet usage is increased largely. The internet medium is rapidly changing the traditional face to face banking to online banking. To study the quality of the bank, it is necessary to study the e-service quality of banks. This paper deals with customer's perception of online banking and e-service quality and its influence on customer satisfaction. The quantitative research design is used for this study. The study was conducted using self administered questionnaire. The sampling method used for the study is random sample method .The sample size of 98 is taken for the study. The study was conducted in Chennai City of India. The factor analysis and multiple regressions were used to analyse the data. The findings from this study reveal that the variables compensation and recovery, access, personalisation and assurance play a major role in online banking service quality. Also, the study reveals that the customer satisfaction leads to customer loyalty.Keywords: online banking; e-service quality; customer satisfaction; loyalty; e-service quality dimensions; e-banking; digital banking; internet banking; India.Reference to this paper should be made as follows: Kumar, G. and Shenbagaraman, V.M. (2017) 'A study on customer's perception of online banking and e-service quality among Chennai customers', Int. J. Business Excellence, Vol. 11, No. 1, Biographical notes: G. Kumar holds a Bachelor's in Electronics and Communication Engineering from Madras University, Tamil Nadu, India. He holds a Master's in Business Administration from Bharathiyar University, Trichy. Tamil Nadu, India. He is a PhD scholar doing his research in the area of e-service quality management in the Faculty of Management, SRM University, Chennai, India. His main research interest areas are e-service quality, online banking, and information technology for business.

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“…Munusamy et al (2010) investigated five dimensions: assurance, reliability, tangibles, empathy, and responsiveness in the Malaysian banking industry and was unable to provide evidence of association with customer satisfaction except for tangibles. The insignificance effect of empathy was later confirmed by Raza et al (2015). However, Siddiqi (2011) provided evidence of the effects of service quality attribute on customer satisfaction, including empathy and tangibility.…”

Section: A Review Of the Relevant Literaturementioning

confidence: 93%

Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect

Aldeehani¹

2018

BEH

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In this paper, we investigate the possible bidirectional causal relationship between bank efficiency and client satisfaction in the banking sector of Kuwait. For this purpose, we applied structural equation model (SEM) methodology. Based on a 5-point Likert scale questionnaire, data was gathered from Islamic banks (IBs) clients and conventional banks (CBs) client. We found a significant evidence of a, relatively, higher client satisfaction for IBs. The findings, also, provide evidence of a positive and significant bilateral causal relationship between client satisfaction and bank efficiency. This is a result that confirms an anticipated theoretical proposition related to the ultimate goal of firm value maximization. Discussions, interpretations, implications, and recommendations are provided. JEL Classifications: G20

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Internet banking and customer satisfaction in Pakistan

Cited by 95 publications

References 19 publications

Digital banking, customer experience and bank financial performance

Digital banking, customer experience and bank financial performance

A study on customer's perception of online banking and e-service quality among Chennai customers

Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect

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