Influence Service Quality to Customer Satisfaction and Customer Loyalty Using Self Service Technology:Internet Banking (original) (raw)
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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.
International Journal of Electronic Finance, 2014
Internet banking is one of the most upcoming phenomena which is helping banking sector's growth in India. With changing patterns of consumer behaviour and the increasing use of technology in the delivery of banking services in India, there is a need to understand consumers' perspective towards service quality of internet banking. The objective of this paper is to identify features that determine the service quality perception by internet banking consumers in India. Furthermore, study analyses the impact of service quality on customer satisfaction and additionally customer satisfaction on consumer loyalty towards the bank. Data was analysed with SPSS 18.0 and AMOS 18.0. Structural equation modelling (SEM) was used as main analytical tool to analyse the cause and effect relation of the research model constructs.
Relationship between Service Quality and Customer Satisfaction: A study of internet banking
Industrial Engineering Letters, 2014
Objective of the research is how to manage the service quality in internet banking to improve the customer's satisfaction and to examine the different dimensions of service quality to relate them with expectation of customers. A detailed literature review related to this study was also mentioned to develop a reference list of related authors. Methodology used for this research is to conduct a survey through structured questionnaire. A quantitative research is carried out by using a structured questionnaire to get a better understanding of this issue. Empirical data were collected through survey of the employees or professionals using internet banking services. Data presentation and analysis was done according to frame of reference and applied statistical tool SPSS. Descriptive Statistics, Correlation and Regression tools were used for analysis purpose. Results have shown that service quality dimensions used in the research are better representative of the customers' satisfaction regarding internet usage.
International Journal of E-Services and Mobile Applications, 2016
The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions are identified and confirmed by conducting EFA and CFA respectively using SPSS 16.0 and AMOS 20.0. Dimensions of TBSSB SQ are identified as Convenience, Reliability & Security, Responsiveness and Personalization. AMOS 20.0 is used to investigate the relationship between dimensions using SEM. It is found that Convenience and personalization have significant effect on customer satisfaction, and personalization and customer satisfaction have significant effect on loyalty. Customer satisfaction is also confirmed as a mediating factor. This study may help bank managers to investigate the customers' quality perceptions...
2014
Analyzing the factors affecting customer satisfaction in banking industry and adopting appropriate policies about these factors, is one of the effective ways for attracting customer trust and making them loyal. This research has focused on studying the factors affecting customer satisfaction in traditional and electronic banking industry to recognize which factors lead to customer satisfaction. So, first through the review of literature, some factors have been extracted such as, traditional service quality, electronic service quality, customer satisfaction, customer loyalty and customer trust. Based on these factors structural equation modeling has been formed. The statistical population of the study is the customers of one of the state banks among which 297 people were selected as a sample. The data have been analyzed with the structural equation modeling using AMOS software. The results of the analysis show that the electronic service quality and only two dimensions of traditional service quality including empathy and tangibility affect customer satisfaction. Also, the effect of customer satisfaction on customer trust and loyalty because of government support and old creditably of the bank under study has been confirmed.
CLIO An Annual Interdisciplinary Journal of History, 2020
This paper explores perceived service quality in a online retail bank setting in Jalandhar (India) and its influence on customer satisfaction. The purpose of this research is to understand the impact of variables of e-banking on customer satisfaction. Five service quality dimensions namely Security, Responsiveness, Navigation, Customer Service, and Quality of Content were chosen based on the SERVQUAL model and the literature review. These variables have been tested in e-banking to explore the relationship between service quality and the customer satisfaction. The data were gathered through survey interview by a structured questionnaire with 100 customers. The study shows that these factors are the important service quality dimensions for customer satisfaction in e-banking. The study also explores that Security, Responsiveness and Navigation have more contribution to satisfy the customers of e-banking in Jalandhar. The results from regression analysis suggest that these three dimensions of service quality influence customer satisfaction at a large. The information provided by this research can be used when designing marketing strategies to improve customer satisfaction in retail banking.
The Impact of Technology Based Self Service Banking Service Quality on Customer Loyalty
The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalisation is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focussed upon for increasing customer loyalty.
The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking
Procedia - Social and Behavioral Sciences, 2013
This study examined the relationship and the impacts of e-SQ and e-Satisfaction on e-Loyalty in internet banking. The modified version of E-SERVQUAL instrument was used to determine e-SQ for internet banking service of a commercial bank in Malaysia. Questionnaires were collected randomly from 265 internet banking users. The findings indicated that assurance-fulfillment, efficiency-system availability; privacy, contact-responsiveness and website aesthetics and guide constitute e-SQ for the internet banking service. Website aesthetics and Guide, Efficiency-System availability and Contact-Responsiveness of the internet banking e-SQ were positively affected e-Satisfaction. E-Satisfaction was positively significant to e-Loyalty. E-Satisfaction was found to partially mediate the relationship of Website aesthetics and Guide of e-SQ and customer e-Loyalty. The result highlighted that attractiveness and appearance , and the information and guidance provide by the websites are important features to internet banking users. This finding reflected that in internet banking, beside the technical and functionality aspects of-SQ, such as efficiency, fulfilment and system availability, the aesthetic value and proper guidance of the websites are also crucial to ensure quality of e-SQ that will lead to e-Satisfaction and e-Loyalty.
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.