The effect of quality of electronic banking services on agility of a bank

Abstract

Studies have shown that in service organizations, quality can have a growth in customer satisfaction as its consequence, and when it regards the banking services, factors are brought up with regard to the quality of banking services, which include the speed in responding, providing products proportionate to the customer needs, and gaining competence. These concepts are shared by the issue of organizational agility; hence, the qualities as well as the bank's agility of the banking system embrace these concepts in common. Therefore, the study aims at studying the effect of the quality of electronic banking services on the bank's agility, and assesses the role of two mediator variables of the quality of service system and personnel behavior quality. Using a questionnaire comprised of 76 items about the above components and asking the line personnel in Bank Saderat Iran (BSI) in the branches both inside and outside of Iran, the research data was collected, and stratified random sampling was used. To analyze the data, the Structural Equation Model (SEM) was used and the PLS software was employed to perform the computations. Results indicated that the model of the study has a high Goodness of Fit, and the quality of the electronic banking services had a significant effect on the bank's agility. In addition, the quality of electronic banking services affects the service system quality. The system service quality, also affects the employees' behavior. Therefore, it can be said that the electronic services quality and the bank's agility affect the personnel behavior quality through the mediated effect of the service system quality. The results of the present study can help the bank's executives to promote their bank's agility and the personnel behavior quality.

A two-phase multiobjective optimization for benchmarking and evaluating service quality in banks

“…Most recent works on service quality (Pizam et al, 2016;Pourmohammad et al, 2016;Baumann et al, 2017;Lan et al, 2016) are variants of different modifications by many researchers in an attempt to solve one of the criticisms that the five-dimension constructs in Parasuraman et al (1988) are not a standard measure for customers' satisfaction. The works of Mohammad andAlhamadani (2011), Oh et al (2017), Wan et al (2016) and Murali et al (2016) are an example of such modification on SERVQUAL investigating the level and effect of service quality on customer satisfaction using multiple regression analysis to test the impact of service quality on customer satisfaction based on nine items adapted from Lassar et al (2000) and the outcome of the distribution of 260 questionnaires among customers of commercial bank in Jordan showed that service quality is a function of customer satisfaction.…”