Redefining Service Quality Dimensions in Electronic Banking from Extant Theories

Osei, Aboagye Michael; Opoku, Antwi Collins; Seth, Ampadu; Justice, Antwi Owusu

doi:10.9734/bjemt/2016/22527

Cited by 4 publications

(1 citation statement)

References 65 publications

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“…Similarly, reliability, service charge and service portfolios dimensions drawn from Bahia and Nantel (2000) have framed the quality of digital banking service quality (Narteh, 2018). Again, not only do these factors influence the quality of services delivered through digital channels, they also have several consequences on customers' perception and expectations (Osei et al, 2016;Rita et al, 2019) such as satisfaction and intention to retain as shown in Figure 1. The current model was necessitated particularly given the varied outcomes that have emerged in DBS literature and the assertion that DBS quality assessment has gone beyond the E-S-QUAL dimensions (Mujinga, 2020).…”

Section: Research Model and Hypothesis Developmentmentioning

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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Section: Research Model and Hypothesis Developmentmentioning

confidence: 99%

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

Egala

Boateng

Mensah

2021

IJBM

View full text Add to dashboard Cite

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Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions

Avornyo

Fang

Antwi

et al. 2019

Journal of Retailing and Consumer Services

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Mediating Role of Entrepreneurial Work-Related Strains and Work Engagement among Job Demand–Resource Model and Success

et al. 2023

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Post-COVID-19 working conditions have been the primary reason behind increased stress among business owners. There is an ever-rising need for entrepreneurial work engagement in their jobs to mitigate the increased entrepreneurial work pressures caused by uncontrolled digitization, enhanced consumer power, and brutal competition. Therefore, this study intends to respond to the existing practical and empirical gaps by investigating the relationships between entrepreneurial job demands (EJD), work-related stress, entrepreneurial job resources (EJR), and entrepreneurial work engagement (WE) for their role in generating entrepreneurial success (ES), especially in the Chinese context. It also tested the mediating role of work-related stress and entrepreneurial work engagement on the relationship between job demands, job resources, and entrepreneurial success. Structured questionnaires were circulated among the targeted respondents (i.e., business owners across China) using quantitative techniques, followed by PLS-SEM for data analysis, as these are the best-suited techniques, considering the context and time constraints. The results verified the impact of job demands on work-related strain, followed by the inverse direct impact of work-related strain on entrepreneurial success. This study found the significant impact of entrepreneurial job resources on entrepreneurial work engagement, followed by the positive impact of WE on entrepreneurial success. Likewise, work engagement’s mediating role was validated, while work-related strain could only negatively mediate the relationship between EJD and ES. Likewise, this study has practical and empirical implications for practitioners and researchers to be mindful of their employees’ emotional states by providing sufficient resources and psychological interventions to ensure business success.

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Redefining Service Quality Dimensions in Electronic Banking from Extant Theories

Cited by 4 publications

References 65 publications

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

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

Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions

Mediating Role of Entrepreneurial Work-Related Strains and Work Engagement among Job Demand–Resource Model and Success

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