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Article
Publication date: 1 December 2006

Essam E. Ibrahim, Matthew Joseph and Kevin I.N. Ibeh

This study aims to explore the key factors of the electronic service quality (e‐SQ) perceptions of UK banking customers and to evaluate the customers’ perceptions of their…

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8161

Abstract

Purpose

This study aims to explore the key factors of the electronic service quality (e‐SQ) perceptions of UK banking customers and to evaluate the customers’ perceptions of their banks’ actual performance on the identified e‐SQ dimensions.

Design/methodology/approach

A survey has been used to collect primary data and 135 usable questionnaires were used in the analysis. Questionnaire items were developed through a two‐stage process involving a review of the main measurement scales employed in previous studies and two focus group interviews to identify a series of attributes for assessing electronic banking service quality. Factor analysis procedure was employed to identify the underlying structure among the explored e‐SQ attributes.

Findings

Exploratory factor analysis uncovered six composite dimensions of electronic service quality, including the provision of convenient/accurate electronic banking operations; the accessibility and reliability of service provision; good queue management; service personalisation; the provision of friendly and responsive customer service; and the provision of targeted customer service. Further analysis using importance‐performance analysis revealed that the UK customers’ perceptions of their bank actual performance on these revealed that e‐SQ dimensions were largely modest.

Research limitations/implications

Generally relate to the one industry focus, the exploratory factor analysis employed, and the rather generalized view of electronic banking adopted. Future research should aim to improve on these by replicating the study in multi‐industry settings, assessing the stability of the revealed factor structure, and examining whether particular e‐SQ factors vary in importance across different technology types.

Originality/value

This study has drawn on a sample of 135 UK retail banking customers in exploring the key dimensions of the relatively new electronic service quality (e‐SQ) construct, and evaluating how the survey respondents perceive their respective banks' performance on those critically regarded e‐SQ dimensions.

Details

International Journal of Bank Marketing, vol. 24 no. 7
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 27 April 2020

Rafael Laitano Lionello, Luiz Antonio Slongo and Celso Augusto de Matos

Research studies on electronic service quality (ESQ) have presented heterogeneous findings, with distinct effects of mediators and moderators, for instance. Hence, the…

Abstract

Purpose

Research studies on electronic service quality (ESQ) have presented heterogeneous findings, with distinct effects of mediators and moderators, for instance. Hence, the purpose of this study is to present a systematic review and a quantitative integration of the main findings regarding the attributes and effects of ESQ.

Design/methodology/approach

A meta-analysis was conducted of 134 studies regarding ESQ. Based on the extant literature, authors propose a conceptual model that review quality attributes, meta-analyze their effects on general quality, perceived value, satisfaction, trust and loyalty and test the moderation of three contextual variables (i.e. mobile vs nonmobile device, online shopping vs pure service; specific site vs Internet).

Findings

Direct effects indicate that all proposed associations are significant, but with high variability, thus suggesting moderating effects. For instance, (1) type of device used by the customer, (2) type of service under analysis and (3) unit of analysis (i.e. site vs Internet) affect the relationship between quality attributes and satisfaction. This study also supported perceived value and satisfaction as relevant mediators in the link quality → loyalty.

Originality/value

This study analyses the general attributes of the ESQ construct, without the restriction of a specific model or type of service, and then tested the influence of the context. This study also shows that a substantial portion of the quality effect is transferred to loyalty through perceived value and customer satisfaction.

Details

Marketing Intelligence & Planning, vol. 38 no. 5
Type: Research Article
ISSN: 0263-4503

Keywords

Content available
Article
Publication date: 1 July 2020

Syed Ali Raza, Amna Umer, Muhammad Asif Qureshi and Abdul Samad Dahri

This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect…

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3248

Abstract

Purpose

This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.

Design/methodology/approach

In this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.

Findings

Results show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.

Practical implications

This research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.

Originality/value

This research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.

Details

The TQM Journal, vol. 32 no. 6
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 1 October 2006

Christopher Gan, Mike Clemes, Visit Limsombunchai and Amy Weng

In this paper the competitive landscape of financial institutions is shifting and internet banking is no longer a competitive advantage but a competitive necessity for…

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6138

Abstract

Purpose

In this paper the competitive landscape of financial institutions is shifting and internet banking is no longer a competitive advantage but a competitive necessity for banks. However, a limited number of empirical studies have been published in the marketing literature about electronic banking. This paper seeks to examine consumers' choices between electronic banking and non‐electronic banking in New Zealand.

Design/methodology/approach

The paper shows that the data for this analysis were obtained through a mail survey sent to 1,960 households in New Zealand. The decision to use electronic banking is hypothesised to be a function of service quality dimensions, perceived risk factors, user input factors, price factors, service product characteristics, individual factors and demographic variables such as age, gender, marital status, income, etc. Logistic regression is used to analyse the data. The discrete dependent variable measures whether an individual is an electronic banking or non‐electronic banking user.

Findings

The findings in the paper show that the output from the logistic regression indicates that the service quality, perceived risk factors, user input factors, employment, and education are the dominant variables that influence consumers' choice of electronic banking and non‐electronic banking channels.

Practical implications

This paper provides an improved understanding of consumers' choice between electronic and non‐electronic banking. This paper also identifies new relationships, and provides findings that further support, confirm, or contradict previous studies. In addition, it provides insights into the links between electronic banking and consumer decision making, to help provide strategies, recommendations and guidelines for the banking industry.

Originality/value

The paper shows how banks are developing, and utilizing new alternative distribution channels to reach their customers.

Details

International Journal of Bank Marketing, vol. 24 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 18 January 2013

Bedman Narteh

The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of…

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3247

Abstract

Purpose

The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these dimensions.

Design/methods/approach

A structured questionnaire gleaned from the literature and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify the relative importance of the dimensions of ATM service quality.

Findings

The paper identified five dimensions of the “ATMqual” model. In order of importance, these dimensions are reliability, convenience, responsiveness, ease of use and fulfillment.

Practical implications

The variables of the ATMqual scale provide practical levers for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a guide as to which issues to focus on in order to improve the efficiency and effectiveness of the ATMs.

Originality/value

The paper provides a theoretical basis for conceptualising ATM service quality. The resulting dimensions, referred to as the ATMqual, thus address the paucity of a robust research in conceptualising and testing the dimensions of ATM service quality. Apart from the improved theoretical insight, the dimensions identified also provide bank managers with better understanding of and means to better manage customers’ ATM experiences.

Details

Managing Service Quality: An International Journal, vol. 23 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 12 September 2008

Siriluck Rotchanakitumnuai

The purpose of this paper is to study the e‐government service quality and risk perceptions of personal income taxpayers on e‐government service value.

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2386

Abstract

Purpose

The purpose of this paper is to study the e‐government service quality and risk perceptions of personal income taxpayers on e‐government service value.

Design/methodology/approach

The study uses qualitative in‐depth interview and content analysis to explore the determinants of e‐government service quality and risk dimensions of e‐government service value.

Findings

The findings suggest that perceived value of e‐government service is e‐government service quality, which consists of service design, web site design, technical support, and customer support quality. On the other hand, the three perceived risk concerns are performance, privacy, and financial audit risk.

Research limitations/implications

The study interviews the small samples of income taxpayers to develop the determinants of e‐government service value, future studies should utilize a quantitative study to strengthen the results. Future researchers could also expand the results to other groups of taxpayers (e.g. corporate tax) to explore and compare factors that contribute to e‐government service value.

Practical implications

The results can assist e‐government service design not only to increase electronic service quality but also to reduce risk facets in order to enhance e‐government service value and enlarge acceptance from income taxpayers. E‐government service providers can use the research model to detect electronic service weaknesses and risks so that the appropriate resources can be allocated to improve the system more effectively.

Originality/value

This study outlines e‐government service value in terms of e‐government service quality and risk perspectives or the E‐GOVSQUAL‐RISK model which contributes to the different knowledge on e‐government service.

Details

Business Process Management Journal, vol. 14 no. 5
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 1 March 2000

Subhash C. Mehta, Ashok K. Lalwani and Soon Li Han

Current measures of service quality do not effectively capture customers’ perceptions of service quality for different types of retail stores. Explores the usefulness of…

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5834

Abstract

Current measures of service quality do not effectively capture customers’ perceptions of service quality for different types of retail stores. Explores the usefulness of SERVPERF, the perceptions component of SERVQUAL and a retail service quality scale (the DTR scale) in measuring the service quality of different product‐service retail environments. Specifically, investigates the relative performance of two scales measuring the service quality of retailers where goods purchase is the primary focus, against another where both goods and services are equally important. Results showed that the DTR scale was superior within the context of a “more goods and less services” environment, i.e. a supermarket, while SERVPERF was better for a retailing context where the service element becomes more important, i.e. an electronic goods retailer. This modified scale measured the service quality of an electronic goods retailer more effectively than either the DTR scale or the SERVPERF. Implications for retailers are discussed

Details

International Journal of Retail & Distribution Management, vol. 28 no. 2
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 7 April 2015

Sung-Shan Chang, Shi-Jer Lou, Shuenn-Ren Cheng and Chin-Lang Lin

The primary purpose of this paper is to integrate unified theory of acceptance and use of technology (UTAUT) and website service quality, compiling it into a usage…

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1664

Abstract

Purpose

The primary purpose of this paper is to integrate unified theory of acceptance and use of technology (UTAUT) and website service quality, compiling it into a usage behavioural model for university library electronic resources.

Design/methodology/approach

Using structural equation model technology to verify model fit. Questionnaire surveys are the main research methodology in this study, in which fourth-year university students and second-year Master’s students in six Taiwan public and private universities are the research population. This study uses a cluster sampling, releasing 1,206 questionnaires, and retrieves 1,089 valid questionnaires, for a valid retrieval rate of 90.3 per cent.

Findings

The conclusions are: this study has good fit in the model, and is applicable for the UTAUT; the pairs of variables are correlated; public or private and school type have partial significant mediating effect; website service quality has a significant positive influence on behavioural intention; performance expectancy and social influence both positively affect behavioural intention; facilitating conditions positively affect use behaviour.

Originality/value

Empirical research results and suggestions are provided for the relevant departments for practice and future academic research.

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Article
Publication date: 9 November 2010

Grégory Bressolles and François Durrieu

Using customers' evaluations of electronic service quality (e‐SQ), the purpose of this paper is to analyze internet buyer behavior and propose a typology of online buyers…

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1496

Abstract

Purpose

Using customers' evaluations of electronic service quality (e‐SQ), the purpose of this paper is to analyze internet buyer behavior and propose a typology of online buyers for wine web sites based on e‐SQ dimensions.

Design/methodology/approach

In all, 1,813 French internet customers filled in an online questionnaire after completing a specified task on 18 selected web sites selling wine directly to customers.

Findings

Analysis of the results confirmed the structure of the NetQual scale for wine web sites using structural equation modeling and identified three groups of customers: the “disappointed” the “reassurance seeker” and the “opportunist”.

Research limitations/implications

This study has some limitations. One of them is related to the fact that the target population is representative of the French internet buyer population and not of the customer profile for the web sites analyzed. Future research should integrate customers of the different web sites analyzed and, in order to have an intercultural comparison, non‐French wine web sites should also be included in future studies.

Practical implications

The seven dimensions of the NetQual scale are important for consumers when they evaluate wine web sites and contribute to identify three groups of internet buyers of French wine web sites. For each group, this study provides recommendations for practitioners in order to transform visitors into buyers.

Originality/value

The increasingly systematic use of the internet in consumers' decision‐making processes, combined with the growth in the number of wine web sites, has led researchers and practitioners to examine service quality issues in an online context. Existing typologies do not take into account the importance of e‐SQ dimensions. This paper's typology shows how these dimensions contribute to differentiating the groups.

Details

International Journal of Wine Business Research, vol. 22 no. 4
Type: Research Article
ISSN: 1751-1062

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Article
Publication date: 20 March 2009

José M. Barrutia and Ainhize Gilsanz

The purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of…

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1632

Abstract

Purpose

The purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of previous literature.

Design/methodology/approach

The conclusions are based on a critical review of previous literature. Computer databases (e.g. Google scholar) were the main tools used to identify relevant research in the area. Then, the electronic and physical bibliographical resources from universities in two different countries were used to obtain the papers.

Findings

The authors describe the current e‐SQ research gaps (research opportunities) and indicate possible routes for future investigation.

Practical implications

The orientation of this study aims to reduce the efforts of researchers who desire to enter this field.

Originality/value

The development of new orientations and focuses for the conceptualisation and measurement of e‐SQ are crucial for the effective management of e‐SQ and a major issue on the market research agenda.

Details

International Journal of Quality and Service Sciences, vol. 1 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

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