Online Banking Service Quality: A South African E-S-QUAL Analysis

Abstract

Technologically, competition is fierce in the banking industry, as such, banks need to offer cutting-edge technology and still make sure the banking solutions provided keep customers satisfied, as customers could switch between banks with minimum inconvenience. Electronic service quality measures the level of satisfaction deliver to bank customers through online banking digital solutions. This paper provides an investigation of electronic service quality based on customers' perceptions in South Africa. The paper presents findings based on quantitative data from 184 online banking customers using E-S-QUAL measurement scale. The results show that banks are meeting customer expectations of service quality delivery, although there is room for improvement. The study has practical implications to financial institutions in South Africa, as it highlights areas of attention to improve service quality delivered to online banking customers.

To leave or retain? An interplay between quality digital banking services and customer satisfaction

“…Extant studies have utilized the E-S-QUAL to measure the satisfaction of DBS being delivered to customers (Javed et al, 2018;Ketema and Selassie, 2020;Madavan and Vethirajan, 2020;Mujinga, 2020;Raza et al, 2020). Yet, none attempted to explore the impact on customers' retention intention.…”

“…Yet, none attempted to explore the impact on customers' retention intention. Mujinga (2020) for instance noted that since technology drives the competitive strategy of banks, the need for cutting-edge technology to provide customers with the minimum convenience is essential. Further, Ketema and Selassie (2020) argue that in the wake of the COVID-19 pandemic, a great deal of challenges has befallen financial institutions leading to aggressive use of mobile banking services.…”

“…The latter's study found that in Ethiopia, DBS quality dimensions such as security, reliability and ease of use greatly influence customer satisfaction. Mujinga (2020) however laments that the E-S-QUAL scale needs improvement since electronic services quality has evolved. Hence, in this study, we complement the E-S-QUAL framework with BSQ (Bahia and Nantel, 2000).…”

“…Again, not only do these factors influence the quality of services delivered through digital channels, they also have several consequences on customers' perception and expectations (Osei et al, 2016;Rita et al, 2019) such as satisfaction and intention to retain as shown in Figure 1. The current model was necessitated particularly given the varied outcomes that have emerged in DBS literature and the assertion that DBS quality assessment has gone beyond the E-S-QUAL dimensions (Mujinga, 2020).…”

Netizens’ Perspective towards Electronic Money and Its Essence in the Virtual Economy: An Empirical Analysis with Special Reference to Delhi‐NCR, India

“…Nearly every bank has its own application, which, as of late, has been used more than Internet banking, provided similar features but significant ease of accessibility. Many people regard this branch of digital payment services as the future of banking, considering the lot of features, and it provides in a clean user interface [18]. e necessity of a smartphone for using M-banking further bolsters digitization.…”