Electronic Banking Service Quality: Perception of Customers in the Greater Accra Region of Ghana

Tetteh, Joseph Emmanuel

doi:10.1080/15332861.2020.1870340

Cited by 16 publications

(9 citation statements)

References 101 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…While the factors measuring e-service quality are diverse [15,40], this study focuses on three dimensions: responsiveness, security, and interface quality. These three factors are essential in consumer decision-making regarding e-banking services [34][35][36][37][41][42][43] and are highly relevant for VTM services.…”

Section: E-service Qualitymentioning

confidence: 99%

Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services

Nguyen

et al. 2022

Journal of Open Innovation: Technology, Market, and Complexity

View full text Add to dashboard Cite

Digital transformation has received increasing attention from organizations and businesses that want to remain competitive in the digital world. Many banks have increasingly been embracing electronic commerce by providing electronic banking (e-banking) services. This study aimed to investigate the impact of electronic service (e-service) quality on customer intention to use video teller machine (VTM) services. Data were obtained from 450 customers in Vietnam, where digital transformation is a priority in the development strategy of the banking industry. Structural equation modeling reveals the positive impact of three e-service quality dimensions, including responsiveness, security, and interface quality, on the perceived ease of use (PEOU), perceived usefulness (PU), and attitude toward using VTM services. The findings also demonstrate that attitudes are positively related to intention toward using VTM services, and time-consciousness strengthens this relationship. These findings extend current knowledge about e-banking services in emerging markets and provide implications for bank managers and technology providers in promoting their service quality and customer use of VTM services.

show abstract

Section: E-service Qualitymentioning

confidence: 99%

Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services

Nguyen

et al. 2022

Journal of Open Innovation: Technology, Market, and Complexity

View full text Add to dashboard Cite

show abstract

“…[39]discussed the differences in the significant impact of identified factors for the m-banking users and non-users. Similarly, [40] explored the factors affecting the behavioural intentions of tax payers to use mode of taxpayment and the significant differences between the users who pay taxes online and offline. The research claimed that there are significant differences between the intentions of internet users and non-users.…”

Section: Literature Reviewmentioning

confidence: 99%

Consumer Adoption of Mobile Payment in the Kingdom of Saudi Arabia an Empirical Study

Ali,

Khan,

Nabi

et al. 2024

J. of Law and Sust. Develop.

View full text Add to dashboard Cite

Objective: The rapid stride in mobile payment adoption has transformed the payment practices in the 21st Century. Admittedly, m-payment practice has become more intense due to the surge in usage of internet, mobile devices (smart phones), accelerated further by the spread of the Covid-19 Pandemic. Against such a backdrop, it is the need of the hour to investigate: Why are people starting to use mobile payments more and how will that affect their purchasing habits? The study's intention is to add to what's already been written on electronic banking and mobile banking specifically. The study provides a report on m-banking's development, assesses the potential for its adoption, and identifies potential avenues for expansion in Saudi Arabia. They aid Saudi Arabian banking decision-makers in locating and developing strategies for supplying m-banking services that will help them keep their competitive edge. Methods: While electronically distributed surveys can reach more people more quickly and for less money, this method also has the potential to introduce bias into the sample by excluding people who don't have access to the internet. In addition, the data acquired from the respondents in many mobile payment and mobile banking studies can enhance selection bias. Researchers used both paper-print and online survey methods to disseminate survey instruments, reducing selection bias and increasing response rates. Other potential sources of common method bias (CMB) include the retrospective nature of the survey, the use of a commonly used scale format for constructs, and the fact that respondents were asked to provide information about both the independent and dependent variables in the same question. As a result, SEM has emerged as the gold standard in the field of theory testing, especially as it pertains to studies of IS/IT adoption. Statistical modelling with structural equation modelling (SEM) was chosen as the advanced inferential analytic technique for this study. Aim: The present study also aims to identify the perceived risk, trust, self-efficacy, past experience, attitude, anxiety, and customer support associated with the mobile payment. Lastly, this study will be a path-breaking one because of its intended contribution to the policy-makers and to the society at large in the Kingdom of Saudi Arabia. Needless to say, outcome of the study was providing managerial inputs to various mobile payment platforms. Results: Consumers' intent to utilize mobile banking was strongly correlated with their level of trust and Application of Mobile Banking. In similar way Self-efficacy directly and positively related to the consumer intention towards mobile banking adoption. In the same ways, past experience directly and positively related to the consumer intention towards mobile banking adoption. In the same way, there is a positive and direct relationship between customer intention and the use of mobile banking. Lack of a causal relationship between attitude and consumer desire to use mobile banking. Perceived risk not directly and positively related to the consumer intention towards mobile banking adoption Anxiety not directly and positively related to the consumer intention towards mobile banking adoption. Conclusion: This study intends to identify the various drivers of mobile payment adoption by examining how consumers' spending habits have changed in response to the popularity of mobile payment systems and the relationship between various payment mechanisms. The study's primary aim is to establish precisely the point when mobile payments will become the norm can replace debit and credit card transactions. Besides transaction activities, online payment channels are enhancing mobile payment adoption and lead to increase in the online transactions, local penetration further escalating increased transaction activities.

show abstract

“…Motlaghi et al, (2015) found that ebanking has an impact on customer satisfaction and that efficiency, fulfillment, system availability, privacy, assurance (trust), and service quality aesthetics all impact customer satisfaction. Tetteh (2022) analyzed the impact of electronic banking service quality on customer satisfaction and loyalty using structural equation modeling and found that convenience, ease of use, accessibility, and affordability were significant drivers of customer satisfaction. Mwiya et al, (2022) identified security, website attribute, privacy, responsiveness, efficiency, fulfillment, and reliability as relevant to electronic service quality and having a positive impact on customer satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors Influencing Customer Satisfaction on E-Banking Services: A Study of Libyan Banks

Almansour

Elkrghli

2023

Int. J. TIM

View full text Add to dashboard Cite

This study aimed to investigate the factors influencing customer satisfaction with e- banking services in Libyan banks, with a focus on perceived usefulness, perceived ease of use, perceived credibility, and customer attitude. A descriptive research design with a quantitative research approach was used, and data was collected through a questionnaire distributed online to 215 e-banking users. The findings revealed that perceived usefulness, perceived ease of use, perceived credibility, and customer attitude have a significant positive impact on customers' satisfaction with e-banking services. Customer attitude was found to be the most important factor, followed by perceived ease of use, perceived credibility, and perceived usefulness. The results of this study can be useful for banks in Libya in improving their e- banking services to enhance customers' satisfaction. Banks should prioritize improving customer attitudes towards e-banking services, followed by enhancing the ease of use and credibility of their platforms. Banks should also consider promoting the perceived usefulness of their e-banking services to further increase customer satisfaction. By taking these actions, banks can attract and retain more customers while staying competitive in the digital age. Additionally, these findings can contribute to the existing literature on e-banking services and customer satisfaction, providing valuable insights for future research.

show abstract

Electronic Banking Service Quality: Perception of Customers in the Greater Accra Region of Ghana

Cited by 16 publications

References 101 publications

Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services

Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services

Consumer Adoption of Mobile Payment in the Kingdom of Saudi Arabia an Empirical Study

Factors Influencing Customer Satisfaction on E-Banking Services: A Study of Libyan Banks

Contact Info

Product

Resources

About