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

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.