• 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.

    Measuring and modelling internet banking service quality in South Africa

    Thumbnail
    View/Open
    2017Measuring_and_modelling_internet.pdf (364.8Kb)
    Date
    2017
    Author
    Redda, Ephrem Habtemichael
    Surujlal, Jhalukpreya
    Metadata
    Show full item record
    Abstract
    The purpose of this study was to develop a measuring and modelling instrument of Internet banking service quality (IBSQ) for the South African banking sector. Snowball and convenience sampling, both non-probability techniques were used to recruit participants for the study. A total of 310 Internet banking customer responses were utilised in the analysis. Using exploratory factor analysis (EFA), eight determinant factors that explained IBSQ were extracted. Following this, the study determined the causal relationship amongst IBSQ, customer value, satisfaction and loyalty through correlation analysis and structural equation modelling (SEM). The proposed model indicates that IBSQ, comprising eight factors, positively influences customer value, satisfaction and loyalty. The model found customer satisfaction to be a predictor of customer loyalty in an Internet banking context. Contrary to the hypothesised model, the influence of customer value was limited to customer satisfaction. The influence of customer value on customer loyalty was found to be rather weak; it influenced customer loyalty only indirectly through customer satisfaction. Understanding the intricate relationships amongst service quality, customer value, satisfaction and loyalty will definitely enhance banks' understanding consumer behaviour and decision making in this digital era. The model may assist bankers to measure, manage and improve IBSQ. Banks could utilise this measurement model to design and improve their Internet banking services.
    URI
    http://www.sobiad.org/ejournals/journal_ijebeg/2017_no_1-2.htm
    http://hdl.handle.net/10394/27488
    Collections
    • Faculty of Economic and Management Sciences [1428]

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

     

    Browse

    All of NWU-IR Communities & CollectionsBy Issue DateAuthorsTitlesSubjectsAdvisor/SupervisorThesis TypeThis CollectionBy Issue DateAuthorsTitlesSubjectsAdvisor/SupervisorThesis Type

    My Account

    LoginRegister

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