TY  - JOUR
AB  - Purpose– The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction. Design/methodology/approach– A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using SmartPLS 3.0. Findings– The result reveals that perceived e-service quality has a strong influence on customer satisfaction and use of e-banking, which means that greater quality of e-service has the potential to increase satisfaction and consequently result in to more use of e-banking. In this research findings, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability, in that order, were found to be most significant in rating e-service quality. Practical implications– This offers financial institutions and professional relevant information e-banking services that will promote greater customer satisfaction and use of e-banking. Originality/value– This paper contributes to knowledge advancement in bank marketing by providing insight into motivational factors of e-banking services quality and personal characteristics.
VL  - 34
IS  - 3
SN  - 0265-2323
DO  - 10.1108/IJBM-12-2014-0175
UR  - https://doi.org/10.1108/IJBM-12-2014-0175
AU  - Ayo Charles k.
AU  - Oni Aderonke Atinuke
AU  - Adewoye Oyerinde J.
AU  - Eweoya Ibukun O.
PY  - 2016
Y1  - 2016/01/01
TI  - E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction
T2  - International Journal of Bank Marketing
PB  - Emerald Group Publishing Limited
SP  - 347
EP  - 367
Y2  - 2024/04/25
ER  -