Assessing customer satisfaction of m-banking in Oman using SERVQUAL model

Al-Zadjali, Mohamed; Al-Jabri, Himyar; Al-Balushi, Taiseera

doi:10.1109/icsess.2015.7339031

Cited by 6 publications

(6 citation statements)

References 8 publications

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“…Banks have fundamentally shifted from traditional banking to E-banking in the past few decades (Hammoud et al, 2018;Joseph & Stone, 2003;Sardana & Singhania, 2018). The trends of innovation and technological advancements helped banks to expand their customer base and E-banking services (Alkhowaiter, 2020;Al-Zadjali et al, 2015), which paw the roadmap to expend the banking services toward advancements and ease of access. Customers can track the bank balances, transfers of credit, checking accounts, text messages, payment exchanges, and different organizations based on instructions sent to them on mobile phone s by banks are listed as the newest development in E-banking services (Saleem & Rashid, 2011).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Customer satisfaction and quality are parallel (Liljander & Strandvik, 1995). E-banking (Sardana & Singhania, 2018) plays a more critical role in the development of the banking industry by boosting customer satisfaction levels through reliability and tenability (Al-Zadjali et al, 2015). Customer satisfaction is a crucial factor in all sectors, especially in the service sector (Pooya et al, 2020;Tseng & Wei, 2020).…”

Section: E-banking Service Quality and Customer Satisfactionmentioning

confidence: 99%

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The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

2020

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This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.

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Section: Literature Reviewmentioning

confidence: 99%

Section: E-banking Service Quality and Customer Satisfactionmentioning

confidence: 99%

The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

2020

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“…2.1 Digital service channels: website and mobile apps Digital banking service channels allow customers to carry out banking transactions on their own, with access to the digital service channels (Al-Zadjali et al, 2015;Jamshidi et al, 2016). Currently, banks offer two digital service channels for their customers to access their accounts and complete financial transactions.…”

Section: Internet and Mobile Bankingmentioning

confidence: 99%

“…The banking sector is the leading private sector in investments in technology, responsible for 14% of total technological investments (Febraban, 2020). The constant investment of banks to improve their digital service channels has ensured that mobile applications are consolidated and banking via application has become a trend in the sector, allowing banking services to be available to the customer, regardless of time and place (Al -Zadjali et al, 2015).…”

Section: Internet and Mobile Bankingmentioning

confidence: 99%

“…This process reflects the advent of digital service channels that improved the banking services' performance, starting with banking over the Internet (available via website), and in more recent years with the growing use of mobile apps. Digital service channels reduce waiting times and increase customer satisfaction while improving banks' profitability (Al-Zadjali et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

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Internet and mobile banking: the role of engagement and experience on satisfaction and loyalty

Garzaro

Varotto

Pedro

2020

IJBM

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PurposeIn this work, the author verified the effect of interactivity and social presence on engagement with bank customers, how much these relationships affect the experience with the brand and their effect on satisfaction and loyalty, while highlighting the differences between the digital service channels (websites and apps).Design/methodology/approachThe author conducted a survey, collecting responses from 390 users of banking websites and mobile banking. Structural equation modeling (SEM) analyzed the data, with the use of the PLS-MGA group method.FindingsResults reveal the positive effects of interactivity and social presence on brand engagement and positive associations between brand engagement, brand experience, satisfaction and loyalty. The results also reveal that brand experience completely mediates the effect of brand engagement on satisfaction and that the effect of social presence on engagement is higher for users of banking websites versus users of mobile banking apps.Research limitations/implicationsThere is a possibility of different results in cultures where the use of IT and the use of digital platforms of banking technology are less intense. Furthermore, other segments, besides banking, could be an opportunity to improve knowledge about these effects.Practical implicationsThis study contributes to practice by showing the importance of interactive elements and social presence in digital channels to generate engagement with the brand, resulting in more positive experiences that increase bank customer satisfaction and loyalty.Social implicationsThis study confirms the relationships between interactivity, social presence and engagement, also confirming that social presence mediates the relationship between interactivity and brand engagement.Originality/valueAn important original contribution is the effect of engagement as an antecedent of the experience with the brand, which results in elevated satisfaction and loyalty of the bank customer.

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The Impact of Mobile Trust and Mobile Satisfaction to Electronic Word-of-Mouth and Intention to Use E-Wallet

Linh,

Chau

2024

Disruptive Technology and Business Continuity

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Assessing customer satisfaction of m-banking in Oman using SERVQUAL model

Cited by 6 publications

References 8 publications

The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

Internet and mobile banking: the role of engagement and experience on satisfaction and loyalty

The Impact of Mobile Trust and Mobile Satisfaction to Electronic Word-of-Mouth and Intention to Use E-Wallet

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