Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia

Jager, Johan de; Wulandari, Nuri; Wannenburg, Elizma

doi:10.15604/ejef.2020.08.04.001

Cited by 3 publications

(3 citation statements)

References 17 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…This study chose 300 Ghanaian users of m-banking services as respondents using a questionnaire survey. A cross-country examination of the quality of Internet banking services in South Africa and Indonesia was conducted in this paper (Jager et al, 2020). Over 300 people from both nations participated in the questionnaire.…”

Section: Digitalization and Consumer Experiencesmentioning

confidence: 99%

Impact of Consumer Digital Experience on Consumer Reliability in the Context of Indian Banking Sector

gupta

2024

Preprint

View full text Add to dashboard Cite

Digitalization has been transforming the banking sector in India, and it has brought about numerous changes in the way banks operate and serve customers. Our study paradigm, which is based on earlier studies defines Consumer Digital Experience as a formative latent construct that is determined by three factors: Digital Product Offerings, Digital Business Environment, and Frontline Equipment. In addition, and in keeping with other research, we think of Consumer Reliability as a single latent construct with distinct elements expressing its following aspects, word of mouth and satisfaction. This paper discusses the impact of the Consumer Digital Experience on consumer reliability in the Indian banking system. The main tool for analyzing the impact we use Exploratory factor Analysis to define our number of factors then we perform the Structural Equation Modeling to find the relationship between Consumer Digital Experience and consumer reliability in the banking sector. The results of the study confirm that Consumer Digital Experience has a very strong impact on consumer reliability especially the frontline digital equipment plays a crucial role in increasing consumer trust with respect to the current digital era while other factors also have an association with consumer reliability but at a very small level. Consumers are more concerned with the digital equipment installed in the banks.

show abstract

Section: Digitalization and Consumer Experiencesmentioning

confidence: 99%

Impact of Consumer Digital Experience on Consumer Reliability in the Context of Indian Banking Sector

gupta

2024

Preprint

View full text Add to dashboard Cite

show abstract

“…Even if you have never used mobile banking before, a positive banking experience may influence your opinion of it (Lonkani et al, 2020). Financial firms may benefit from learning about the banking users' viewpoints from other nations to improve their online banking services (De Jager et al, 2020). How easy, safe and tailored these services are to the customers' demands determines how satisfied they will be with them.…”

Section: Online Consumer Experiencementioning

confidence: 99%

A study on driving factors for enhancing financial performance and customer-centricity through digital banking

Bhatnagr,

Rajesh,

Misra

2024

IJQSS

View full text Add to dashboard Cite

Purpose This study aims to develop a customer-centric model based on an online customer experience (OCE) construct relating to e-loyalty, e-trust and e-satisfaction, resulting in improved Net Promoter Score for Indian digital banks. Design/methodology/approach This study used an online survey method to gather data from a sample of 485 digital banking users, from which usable questionnaires were obtained. The obtained data were subjected to thorough analysis using partial least squares structural equation modelling to further investigate the research hypotheses. Findings The main factors determining digital banks’ OCE were perceived customer centrality, perceived value and perceived usability. Additionally, relevant constructs were evaluated using importance-performance map analysis. Research limitations/implications This study used convenience sampling for the urban population using digital banking services; therefore, the outcome may be generalized to a limited extent. To further strengthen digital banking, it would be valuable to imitate studies in other countries. Originality/value There is a lack of research on digital banking and OCE in India; thus, this study will help rectify this issue while providing valuable insights. This study differs from others in that it examines the connections between online customer satisfaction, loyalty, trust and the bottom line of financial institutions using these factors as dependent variables instead of traditional measures.

show abstract

“…Sedangkan Tenreng et al (2019) mengartikan kualitas layanan merupakan nilai perusahaan terhadap pelanggan demi memberikan pengetahuan yang lebih efektif terhadap layanan jasa. Wannenburg et al (2020) mengungkapkan suatu layanan jasa harus mempunyai manfaat dari sisi kualitas yang ditawarkan sehingga dapat bersaing dengan layanan jasa lain.…”

Section: Kualitas Layananunclassified

Pengaruh Corporate Social Responsibility, Electronic Word of Mouth Dan Kualitas Layanan Terhadap Loyalitas Pelanggan Di Social Media

Irawan,

Nisa

2023

Jurnal Ilmiah Manajemen

View full text Add to dashboard Cite

The rise of online transportation services is a challenge for companies to offer the best service. This phenomenon is one of the references in the research conducted by the author. The purpose of this study was to determine the effect of corporate social responsibility (CSR), electronic word of mouth (e-wom) and service quality on customer loyalty. The population of this study is people who live in West Jakarta who use online transportation services Grab/Gojek and follow online transportation social media accounts on Facebook/Instagram. The sample in this study was 100 people. The sample selection technique uses a purposive sampling method. The data analysis method used is path analysis through the Partial Least Squares Structural Equation Model (PLS-SEM). Based on the results of testing the data in this study, it can be concluded that corporate social responsibility (CSR) has no effect on electronic word of mouth (e-wom) and customer loyalty. Furthermore, researchers managed to show that electronic word mouth (e-WOM) has an effect on customer loyalty. Then service quality has an influence on electronic word of mouth (e-wom), and service quality shows an influence on customer loyalty.

show abstract

Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia

Cited by 3 publications

References 17 publications

Impact of Consumer Digital Experience on Consumer Reliability in the Context of Indian Banking Sector

Impact of Consumer Digital Experience on Consumer Reliability in the Context of Indian Banking Sector

A study on driving factors for enhancing financial performance and customer-centricity through digital banking

Pengaruh Corporate Social Responsibility, Electronic Word of Mouth Dan Kualitas Layanan Terhadap Loyalitas Pelanggan Di Social Media

Contact Info

Product

Resources

About