E-Service Quality and Trust on Customer's Patronage Intention (original) (raw)
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Journal of Business and Development Studies, 2022
The term "electronic banking" involves the performance of banking transactions through the Internet. The banking industry is hopeful about adopting new technology known as e-banking, believing that it will help banks improve customer service quality and close the gap between the clients and the bank. However, experts have given little attention to the upheaval brought about by electronic banking to bank performance. This study aims at filling the gaps and adding to the existing literature regarding the efficiency of electronic and internet banking in Bangladesh. The research employed a convenience sampling technique to select the study respondents. A total of 348 respondents were selected for answering the research questions and specific objectives. The Covariance Based-Structural Equation Modeling (CB-SEM) technique was used to analyze the collected data. The findings show that efficiency and fulfillment have a positive effect on the ebanking service performance of commercial banks in Bangladesh. The outcomes of this research may assist the Bangladesh Bank in classifying private commercial banks based on the quality of their ebanking services. The findings of the study also allow them to determine pricing and charges based on service quality, as various banks charge differently for the same level of e-banking services.
Impact of E-Banking Service Quality on Customers' Behavior Intentions Mediating Role of Trust
Global Management Journal for Academic & Corporate Studies (GMJACS) , 2021
This study examines customers' behavior intentions to use online-banking services in Pakistan context. It also examines mediating impact of customers' trust on association of e-banking service quality (E-BSQ) and their behavior intention (BI) as users of service. Data is obtained via selfadministered questionnaire using survey method from 250 respondents (E-users of banks) from Lahore, Pakistan. Data is analyzed applying regression mediation analysis through Hayes process macro-SPSS 21. Results revealed the positive significant impact of E-BSQ on customers' trust. Further, EBSQ was also significant predictor of their behavior intentions. Mediating variable trust had also significant effect on customer behavior intentions. Results also supported partial mediation of trust in association of E-BSQ and BI. This study has implications for scholars, management and decision makers as findings provide valuable information on the significance of building customer trust and improving online-banking services for customers' retention. The research was focused on ebanking context. Future research studies should apply this framework in other service industries for generalizability of findings across various service sectors.
Journal of Business Management and Islamic Banking
Research Aims: This study aims to analyze the effect of e-trust and e-service quality on loyalty through e-satisfaction of Islamic mobile banking users. The purpose of this study is to investigate the impact of trust and service quality on consumer loyalty through consumer satisfaction in the context of mobile banking. Design/methodology/approach: The sampling method used in this study was nonprobability sampling with a purposive sampling technique. The data was collected from 151 respondents who met the assessment criteria and were supposed to use mobile banking at least twice. This study used Structural Equation Model (SEM) analysis techniques, which were estimated by SmartPLS 3.0. Research Findings: The results show that e-service quality and e-trust have a positive effect on e-satisfaction; e-trust and e-satisfaction have a positive effect on e-loyalty; e-service quality does not affect e-loyalty; e-satisfaction can mediate the relationship between e-service quality and e-trust ...
International Journal of Management(ISSN Print: 0976-6502 & ISSN Online: 0976-6510), 2020
The purpose of the study is to identify the perceptions of Internet banking (IB) users in Tamil Nadu using technology acceptance model (TAM) by incorporating service quality as external variable. The study found that both the TAM variablesperceived ease of use (PEOU) and perceived usefulness (PU). A total of 380 questionnaires were distributed for internet banking customers and 336 were returned (resulting 88.42 percentage of response rate). The results confirm that the all six dimensions (Website attribute, Reliability, Responsiveness, Fulfillment, Efficiency and Privacy) are distinct constructs. The results also indicate that internet banking service quality consisting of six dimensions has appropriate reliability and each dimension has a significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, perceived ease of use and perceived usefulness are significant. This study proposes a model to understand the effect of internet banking service quality on perceived ease of use and perceived usefulness in developing country. The constructs truly reflect the dynamism of customers' banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.
Sustainability
Online payment is a trend that is gaining momentum globally. As a result of digitisation, the advent of online banking has increasingly made its way into the modern marketplace, serving not only customers but also corporations. The primary data were gathered from 287 participants. Stratified random sampling was used. Structure Equation Modelling (SEM), reliability, convergent, discriminate validity and model fitness were achieved through SmartPLS 3 (Christian M. Ringle, Germany). The findings reveal that efficiency, reliability and service quality have a significant direct effect on customer satisfaction and customer retention. It also shows the significant effect of efficiency, reliability and service quality when using customer satisfaction as a mediator for customer retention. It is possible that the data gathered may be valuable for both banks and enterprises interested in entering the Indian market. This research also specifies four main components of E-banking: efficiency, rel...
The purpose of the study was to analyze the effect of e-BSQ, e-CRM, and experiential quality on customer trust, customer satisfaction, and customer loyalty in Bank Jatim. The study design uses explanatory research. The research sample was Bank Jatim customers in the City of East Java who use mobile banking, and a sample of 380 employees was obtained. Data analysis techniques using Structural Equation Modeling (SEM). The results show e-BSQ has a significant effect on customer trust and customer satisfaction. e-CRM has a significant effect on customer trust, while the effect on customer satisfaction is known to be not significant. Experiential quality has a significant effect on customer satisfaction, while the effect on customer trust is known to be not significant. Customer trust has a significant effect on customer satisfaction and customer loyalty. Finally, customer satisfaction has a significant effect on customer loyalty.
Customer Loyalty in e-Banking: A Structural Equation Modelling (SEM) Approach
Electronic banking, otherwise known as Internet banking (eB) is increasingly popularized in the global market place in facilitating e-commerce. However, the efficiency of these services; with varying degree in connectivity and other factors mostly aimed at cost and speed seems to be rising, especially in the developed and emerging economies. Tools for conducting research over the years have also been changing due to its dynamism in the contemporary e-World (digital age). Customer loyalty has become a benchmark for measuring success in a competitive economic environment where speed in innovation is the survival kit. Loyalty is the endogenous latent variable measured by ten items. The four antecedents of customer loyalty identified and its measurement are -(1) Satisfaction (5 items), (2) Reliability (5 items), (3) Responsiveness (4 items), and (4) Empathy (2 items). The data was collected using primary data collection method. 250 questionnaires were distributed to target respondents who are Graduate students (M.Sc and PhD/DBA) and administrative staff of a university in Northern Malaysia. The responses collected are 147 representing 58.5 percent responses rate. The data are analyzed using the structural equation modeling (SEM), specifically AMOS 16 software. The goodness of fit indices of the revised model indicate adequate fit (GFI=.946, RMSEA=.032, RATIO CMIN/DF=1.48, P-VALUE=.230).The study established significance in three direct effects; reliability to customer satisfaction (β=.0.94, CR=3.476, P<.001), responsiveness to loyalty (β=0.46, CR=2.126, P<.0.034), and satisfaction to loyalty (β=.0.45, CR=4.246, P<.001). These findings signify that responsiveness, satisfaction, reliability in bank services ranked high for customer's loyalty in e-banking. It is therefore recommended that banks should evolve strategies that are reliable, responsive and satisfactory in e-banking services to reduce cyber related crime in internet banking amongst other things.
Online Service Quality Determinants and E-trust in Internet Shopping: A Psychometric Approach
Sage, 2020
The phenomenal growth of e-retailing, particularly in developing countries like India, has created a profitable opportunity for e-retailers. It has attracted many online retailers, which resulted in a crowded marketspace and tough competition to win customers. This has leveraged customers to switch over other e-retailers by the click of a button. It creates a challenging situation for e-retailers to compete with not just offline retail stores but also with different e-retailers. Online retailers use quality web service features to differentiate their offerings from their competitors and evoke positive trustworthiness among online consumers. In this context, the study analyzes the impact of e-service quality determinants on perceived usefulness and e-trust in internet shopping. The study also investigates the mediating role of perceived usefulness amongst the e-service determinants and outcome variables. The study employs stimulus-organism-response as the basal framework to explain online shopping behaviour. A consumer survey was carried out with a questionnaire, which was empirically validated by employing confirmatory factor analysis (CFA). A sample of 660 respondents was nonrandomly drawn from a population of online consumers in Jammu and Kashmir. Structural equation modelling (SEM) was adopted to analyze data and test hypotheses. Results revealed that online service quality determinants and perceived usefulness directly affect e-trust, and perceived usefulness has a mediating effect on e-trust. The study’s findings are useful for website developers and online retailers in crafting innovative and effective designs to maximize trust and perceived usefulness. The study adds to the understanding of e-commerce by developing a revised trust-based consumer online shopping model to describe various factors that influence consumers’ online shopping attitudes and how perceived usefulness mediates the relationship among the variables.
Prestige International Journal of Management & IT - Sanchayan
The banking industry in the developing countries focusses on "Paper free transactions" or green channel counter, which means all the maintenance or transactions or exchanges of information, documents, and money, can be transferred electronically through electronic networks rather than paper documents and currencies. In this scenario, electronic banking services play a vital role which facilitates electronic fund transfer, bill payments of utility transfer, etc., through electronic networks using electronic gadgets. The study made an attempt to explore the perceived usefulness and barriers on formation of customer attitude towards adoption of e-banking services using Structural Equation Model approach. The convenience sampling technique was adopted to gather the sample data, who have the bank accounts in Private and Public sector banks. The primary data was analyzed through Structural Equation Model. The findings of the study revealed that, perceived usefulness plays a major role in customer attitude and adoption of e-banking services rather than perceived barrier. However, the effect of perceived barrier can be removed by offering appropriate awareness, infrastructure and training programmes to the potential user to improve percentage of users adopting electronic banking services.
Sustainable Business and Society in Emerging Economies
Purpose: Technological evolution has transformed businesses in the new era. Modern paradigms shift towards adoption of gadgets that has changed the methods of providing services to clients. Banks provided themselves with the current contrivances to offer creative and dynamic types of assistance to customers. Banks has now offering "advanced and digital banking" through e-banking services to facilitate their customers. However, there are several e-banking services depends on e-service quality that affects loyalty of their customers. The main purpose of the current study is to measure the direct relationship of e-banking service quality on customer loyalty and also indirect effect of trust as mediating variable. Design/Methodology/Approach: The data was collected from 250 clients using questionnaire from top five commercialized banks of Pakistan. Convenient sampling technique was used to collect the information. PLS-SEM was employed to statistically test the data. Findings...