• Login
    View Item 
    •   NWU-IR Home
    • Research Output
    • Faculty of Economic and Management Sciences
    • View Item
    •   NWU-IR Home
    • Research Output
    • Faculty of Economic and Management Sciences
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Internet banking service quality in South–Africa: a qualitative analysis of consumer perceptions

    Thumbnail
    Date
    2017
    Author
    Redda, Ephrem H.
    Surujlal, Jhalukpreya
    Leendertz, Verona
    Metadata
    Show full item record
    Abstract
    Advancements in technology-based systems has resulted in banks using service delivery channels such as internet banking and Automated Teller Machines (ATMs) to interact with customers. To ensure a competitive edge in the marketplace banks' knowledge of the determinants of internet banking service quality is essential. The purpose of this study was, therefore, to investigate consumer views and concerns regarding internet banking services in South Africa. A qualitative research approach using a focus group and in-depth interviews were conducted to collect data from South African consumers of internet banking services. The Atlas.ti software was used in the content analysis of the interview transcripts. Four themes, namely internet banking service quality, customer value, customer satisfaction and customer loyalty, were identified as important facets of internet banking services that could improve the overall internet banking service quality at a consumer level.
    URI
    http://dx.doi.org/10.1504/IJTGM.2017.10002792
    http://hdl.handle.net/10394/27491
    Collections
    • Faculty of Economic and Management Sciences [1414]

    Copyright © North-West University
    Contact Us | Send Feedback
    Theme by 
    Atmire NV
     

     

    Browse

    All of NWU-IR Communities & CollectionsBy Issue DateAuthorsTitlesSubjectsThis CollectionBy Issue DateAuthorsTitlesSubjects

    My Account

    LoginRegister

    Copyright © North-West University
    Contact Us | Send Feedback
    Theme by 
    Atmire NV