Customer Service Quality Perception of Internet Banking

Hassan, Masood; Mukhtar, Aqeel; Ullah, Rana Kaleem; Shafique, Huzaifah; Rehmna, Shafi Ur; Anwar, Abia

doi:10.5296/ijld.v2i2.1591

Cited by 11 publications

(10 citation statements)

References 37 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Client loyalty, on the other hand, is influenced by trust and commitment, particularly when clients trust banks' goods and services (Hassan et al, 2012). Customer views of banks, on the other hand, are influenced by negative opinions of banks, which erode consumer trust and loyalty (Kang and James, 2004).…”

Section: Perceived Trust (Pt)mentioning

confidence: 99%

Consumers' perceptions of intention to use a credit card: perceived risk and security

Zahrani¹

2021

JESI

View full text Add to dashboard Cite

The goal of this study is to combine the Technology Acceptance Model (TAM) with the theory of perceived risk to create a hypothetical model for consumer behavioral intention that will be validated using data from Saudi Arabia's intended credit card usage. 217 bank customers were polled via an online survey conducted across the country. Exploratory and confirmatory factor analyses were used to evaluate the factor structure of the measuring items, while structural equation modeling was being used to validate the recommended model and test the assumptions. Social influence (SI), perceived usefulness (PU), perceived ease of use (PEU), and perceived trust (PT) were all significant predictors of perceived risk (PR) and perceived security (PS) to affect consumer intention to use a credit card (IUCC), according to the results of structural equation modeling (SEM). This research might have assisted banks in establishing new customer acquisition tactics and determining how to deploy resources to retain and grow their existing customer base. As a consequence, this study adds to the body of information on consumer behavior by verifying the effects of PR and PS on credit card intention, which most prior studies have not shown. The study also delivers genuine data about Saudi Arabia's e-banking services, particularly in the credit card sector, to an academic research platform.

show abstract

Section: Perceived Trust (Pt)mentioning

confidence: 99%

Consumers' perceptions of intention to use a credit card: perceived risk and security

Zahrani¹

2021

JESI

View full text Add to dashboard Cite

show abstract

“…According to Srivastava (2007), "there are various psychological and behavioral issues such as trust, the security of Internet transactions, reluctance to change and preference for the human interface which appear to impede the growth of Internet banking" (p. 68). Another similar idea from Hassan (2012), "trust is the vital issue regarding the use of e-banking for both of the parties (bank & customers) who are not having face-to-face communication as well as there is also uncertainty in the user's mind about the security of online transaction" (p. 87). Internet is the base of e-Banking, but it is also a prosperous land for hackers to exploit.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Customer Perception towards Electronic Banking and its Relationship with Customer Satisfaction: An Evidence from Vietnam

Nguyen¹,

Tran²

2020

IJBM

View full text Add to dashboard Cite

Electronic Banking (e-Banking) is a popular banking service all over the world nowadays because of its convenience and great benefits for both banks and customers. However, although e-Banking has been implemented in Vietnam for a long time, the awareness and usage of customers toward this banking service are still very low in reality. This study aims to provide an insight into customer perception of e-Banking and to figure out which areas of customer perception influence customer satisfaction of e-banking in Vietnam. A structured questionnaire was distributed to three hundred and fifty banking customers in Vietnam. The collected data were analyzed by using descriptive, Pearson’s correlation, t-test, and ANOVA with Tukey analysis. The results illustrated customer perception of e-banking in Vietnam in different areas such as convenience, speed, security, procedure, ease of use, service costs, reliability, and quality of service. There were significant differences in customers’ perception of electronic banking among ages, occupations, income levels, and frequency of using groups in Vietnam. However, variables such as gender, marital status, and education levels had no significant influence on the perceptions of electronic banking. The study also found that except service costs, other factors such as convenience, speed, security, ease of use, reliability, quality of service, and procedure are positively related to customer satisfaction of electronic banking in Vietnam. Thus, it implies that bank managers should focus on these areas to raise customer perception and customer satisfaction of electronic banking.

show abstract

“…The financial sector is becoming more conscious about the performance evaluation regarding the quality of products/services according to customers' expectations. Thus, it is important for the banks to know the factors that influence the customer adoption of IB through focusing on improving their banking service quality since they are the main sources of the competitive advantage (Brahmbhatt et al, 2011) (Hassan et al, 2012). In a research by Fuentes-Blasco et al (2008), they suggest that certain modifications of SERVQUAL are required for application in various settings, including the e-banking sector because e-service is different from traditional service in terms of three noticeable aspects which are the absence of human interaction, the absence of traditional tangible dimension, and the selfservice of customers (Fuentes-Blasco et al, 2010).…”

Section: E-banking Service Qualitymentioning

confidence: 99%

“…For instance, IB is increasing rapidly so it is important for the banks to know the preferences of the customers. A study by Hassan et al, (2012) found out the effects of eight dimensions web design, security, trust, product diversification, credibility, collaboration, access and communication on the service quality perception of IB. In addition, it is very important that the transactions and personal information must be fully secured.…”

Section: E-banking Service Qualitymentioning

confidence: 99%