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

Egala, Sulemana Bankuoru; Boateng, Dorcas; Mensah, Samuel Aboagye

doi:10.1108/ijbm-02-2021-0072

Cited by 52 publications

(32 citation statements)

References 62 publications

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“…In this study, Ghana as a case study is used to provide empirical evidence because for the past years, the country was adjudged the fastest growing economy in the world in 2011 (World Bank, 2011). Ghana is recorded to have the second largest economy in the West African sub-region (Bankuoru Egala et al , 2021). Ghana’s growth rate was close to 9% in 2018, among the ten fastest growing economies of Africa in 2019, with a 6.5% growth rate (IMF Report, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

Marketing inclusive banking services to financially vulnerable consumers: a service design approach

Ofori-Okyere

Edghiem

Kumah³

2022

JSM

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Purpose To explore how inclusive banking services are marketed to financially vulnerable consumers (FVCs) in Ghana from the perspective of managers. This study aims to explore this under-researched area and contribute towards a transformative service research in the country. Design/methodology/approach This study adopted a multiple case study research approach to analyse six banks, including commercial, development, investment and rural and community banks. Specifically, semi-structured interviews and archival documents were used to collect data from the perspectives of bank managers. Findings The empirical research based on practical and theoretical models shows that Ghanaian banks design an array of financial products and services (FPS), adopt innovative traditional marketing strategies and apply inclusive technologies to reach out to the FVCs. Research limitations/implications The authors conducted this study on six banks in Ghana; thus, service researchers are cautioned when generalising the findings and conclusions in other contexts beyond the country of focus. Practical implications This study offers practical ideas to guide marketers to better understand how banks market their inclusive banking services to FVCs. Social implications This paper provides implications for addressing financial inclusion amongst the “unbanked”, “underserved” and “unserved” collectively known as the FVCs and how Ghanaian banks design FPS to improve service research and well-being outcomes. Originality/value This study provides vital information to policymakers in designing FPS aimed at achieving an inclusive financial system to improve the well-being of FVCs in Ghana.

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Section: Literature Reviewmentioning

confidence: 99%

Marketing inclusive banking services to financially vulnerable consumers: a service design approach

Ofori-Okyere

Edghiem

Kumah³

2022

JSM

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“…Electronic service quality (e-SQ) is increasingly important in influencing customer evaluations and judgments regarding the quality of e-service delivery in the virtual marketplace. Egala et al [2] defined e-service quality as the extent to which a web site facilitates efficient and effective shopping, purchasing and delivery of product and services. According to Ahmed et al [3] service quality measures have been applied to assess the quality of virtual community web sites and satisfaction with e-commerce channels [4].…”

Section: E Service Qualitymentioning

confidence: 99%

“…In addition, electronic service quality has positively influenced the success of online businesses [1]. This success also often includes the contribution in service of the following factors: electronic service quality of the businesses ; electronic satisfaction of the customers [2], and behavioral intentions of customers [2]. Moreover, Chauhan and Rambabu, 2017 found that economic and cultural factors affect consumer behavior in e-commerce.…”

Section: Introductionmentioning

confidence: 99%

Improved Expectation-Maximization Algorithm for Unknown Reverberant Audio-Source Separation

Tran

2021

J. Appl. Data Sci.

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The purpose of this paper to examine the relationship among e-service quality and e-satisfaction and behavioral intention, to reveal any difference across Taiwan and Vietnam. Data from a survey of 891 online consumers, 409 respondents in Taiwan and 482 respondents in Vietnam were used to test the research model. Confirmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modeling technique was used to test the research model. Data analysis involved the comparison of two models using structural equations modeling. The prevailed model reveals that e-service quality has a positive effect on e-satisfaction in both Taiwan and Vietnam, explored the influence of customer e-satisfaction on behavioral intention in Vietnam and Taiwan. E-service quality played a stronger positive role for online shoppers in Taiwan as compared to their counterparts in Vietnam. Such differences in determinants of customer satisfaction may due to the market contexts in different parts of the world.

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“…While customer satisfaction can help customer retention, market presence and positive corporate image are key to commercial sustainably. In their study, Bankuoru, Boateng & Mensah (2021) have attempted to answer the impact of customer satisfaction customer retention, specifically for Fully Digital Service Banks, which cannot be equated with conventional banks with digital services (Bankuoru Egala, Boateng, & Aboagye Mensah, 2021). In addition, no direct studies highlighted the role of customers' understanding of Islamic finance as the basis for their retention intentions in Islamic banking.…”

Section: Introductionmentioning

confidence: 99%

Interaction of Customer Satisfaction and Retention of Digital Services: PLS Evidence From Indonesian Sharia Banking

Alfarizi

2023

IJIEF

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The Indonesian Islamic banking sector has been transformed by integrating technology in banking services to satisfy customers for retention and market share post-COVID-19. This study investigates the impact of Islamic banking digital service quality in post-COVID-19 Indonesia on customer satisfaction and retention. This study applies the construction of an electronic service quality model (E-S-Qual) and a banking service quality model (BSQ) focusing on digital services in Islamic Commercial Banks in Indonesia after the COVID-19 Pandemic. This study uses an explanatory method by collecting survey data from customers of Islamic banks in Indonesia. PLS-SEM analysis tool with SmartPLS tool version 4 to search for hypothetical evidence. This study found the effect of ease of use, efficiency, interoperability, privacy security, responsiveness, reliability, service cost, and service portfolio on ISBC Customer Satisfaction. In addition, among the significance of ISBC Customer Satisfaction on customer retention intention, there is a mediating effect of Islamic financial literacy. Islamic banks need to maintain a digital service system to meet customers' financial needs through quality control of system infrastructure and continuous network maintenance. In addition, the demand for strategies to strengthen new digital services through adding features and promoting the advantages of digital financial services is needed to gain market share in the Indonesian financial market.

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

Cited by 52 publications

References 62 publications

Marketing inclusive banking services to financially vulnerable consumers: a service design approach

Marketing inclusive banking services to financially vulnerable consumers: a service design approach

Improved Expectation-Maximization Algorithm for Unknown Reverberant Audio-Source Separation

Interaction of Customer Satisfaction and Retention of Digital Services: PLS Evidence From Indonesian Sharia Banking

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