Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and Patronage
Banking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and...
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| Format: | Article |
| Language: | English |
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Mashhad: Behzad Hassannezhad Kashani
2019-10-01
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| Series: | International Journal of Management, Accounting and Economics |
| Subjects: | |
| Online Access: | https://www.ijmae.com/article_114649_35f990dcf05fceb63c76dd0be7c40937.pdf |
| _version_ | 1797690352971284480 |
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| author | Hema Raviadaran Omkar Dastane Muhamad Ma’arif Nurhizam Mohd Satar |
| author_facet | Hema Raviadaran Omkar Dastane Muhamad Ma’arif Nurhizam Mohd Satar |
| author_sort | Hema Raviadaran |
| collection | DOAJ |
| description | Banking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and patronage is well researched, investigating the same for internet banking and in Malaysian context is a definite research gap. This study is conducted to see the impact of service quality on the adoption of internet banking and then to identify if the service quality dimensions of reliability, responsiveness, communication, access and security leads to customer satisfaction and subsequently leads to patronage in Malaysia. The data is gathered from 202 bank customers using judgmental sampling through two sets of questionnaires viz. User of Internet Banking and Non-User of Internet Banking. Based on the determined results produced using SPSS 20 indications were obtained that the customers place great emphasis towards the service quality dimension of security and accessibility of internet banking respectively. The service quality has been found to significantly influence the adoption of internet banking in Malaysia. Service quality aspects, specially access and security, impact satisfaction and satisfaction impacts patronage, therefore, in accelerating the adoption rate, the banks should further enhance their offering in internet banking and concurrently provide a more efficient and easy to user interface. |
| first_indexed | 2024-03-12T01:59:26Z |
| format | Article |
| id | doaj.art-8e78954c29c242d49f266a94002b9f57 |
| institution | Directory Open Access Journal |
| issn | 2383-2126 |
| language | English |
| last_indexed | 2024-03-12T01:59:26Z |
| publishDate | 2019-10-01 |
| publisher | Mashhad: Behzad Hassannezhad Kashani |
| record_format | Article |
| series | International Journal of Management, Accounting and Economics |
| spelling | doaj.art-8e78954c29c242d49f266a94002b9f572023-09-07T21:48:21ZengMashhad: Behzad Hassannezhad KashaniInternational Journal of Management, Accounting and Economics2383-21262019-10-01610709730114649Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and PatronageHema Raviadaran0Omkar Dastane1Muhamad Ma’arif2Nurhizam Mohd Satar3Lord Ashcroft International Business School, Anglia Ruskin University, Cambridge, United KingdomSchool of Accounting & Business management, FTMS College Malaysia, Kuala Lumpur, MalaysiaResearch Center for Software Technology and Management (SOFTAM) Faculty of Information Science and Technology, National University of Malaysia (UKM), MalaysiaResearch Center for Software Technology and Management (SOFTAM) Faculty of Information Science and Technology, National University of Malaysia (UKM), MalaysiaBanking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and patronage is well researched, investigating the same for internet banking and in Malaysian context is a definite research gap. This study is conducted to see the impact of service quality on the adoption of internet banking and then to identify if the service quality dimensions of reliability, responsiveness, communication, access and security leads to customer satisfaction and subsequently leads to patronage in Malaysia. The data is gathered from 202 bank customers using judgmental sampling through two sets of questionnaires viz. User of Internet Banking and Non-User of Internet Banking. Based on the determined results produced using SPSS 20 indications were obtained that the customers place great emphasis towards the service quality dimension of security and accessibility of internet banking respectively. The service quality has been found to significantly influence the adoption of internet banking in Malaysia. Service quality aspects, specially access and security, impact satisfaction and satisfaction impacts patronage, therefore, in accelerating the adoption rate, the banks should further enhance their offering in internet banking and concurrently provide a more efficient and easy to user interface.https://www.ijmae.com/article_114649_35f990dcf05fceb63c76dd0be7c40937.pdfadoptioninternet bankingloyaltysatisfactionservice quality |
| spellingShingle | Hema Raviadaran Omkar Dastane Muhamad Ma’arif Nurhizam Mohd Satar Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and Patronage International Journal of Management, Accounting and Economics adoption internet banking loyalty satisfaction service quality |
| title | Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and Patronage |
| title_full | Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and Patronage |
| title_fullStr | Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and Patronage |
| title_full_unstemmed | Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and Patronage |
| title_short | Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and Patronage |
| title_sort | impact of service quality dimensions on internet banking adoption satisfaction and patronage |
| topic | adoption internet banking loyalty satisfaction service quality |
| url | https://www.ijmae.com/article_114649_35f990dcf05fceb63c76dd0be7c40937.pdf |
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