MEASURING AND MODELLING INTERNET BANKING SERVICE QUALITY IN SOUTH AFRICA

Ephrem Habtemichael Redda; Jhalukpreya Surujlal

Article Details

MEASURING AND MODELLING INTERNET BANKING SERVICE QUALITY IN SOUTH AFRICA

Authors:

Ephrem Habtemichael Redda | Jhalukpreya Surujlal

Publisher:

Sosyal Bilimler Araştırmaları Derneği

Journal:

International Journal of eBusiness and eGovernment Studies 2017 Vol.9 Issue 2, pp.137-157

Document Type:

Article

Publication Date:

5/2017

Document Language:

Turkish

Document ID (Org No.):

2000810353

Frequency:

Bi-Annual

eISSN:

2146-0744

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.

Article Details

MEASURING AND MODELLING INTERNET BANKING SERVICE QUALITY IN SOUTH AFRICA

Authors: Ephrem Habtemichael Redda | Jhalukpreya Surujlal

Publisher: Sosyal Bilimler Araştırmaları Derneği

Journal: International Journal of eBusiness and eGovernment Studies 2017 Vol.9 Issue 2, pp.137-157

Document Type: Article

Publication Date: 5/2017

Document Language: Turkish

Document ID (Org No.): 2000810353

Frequency: Bi-Annual

eISSN: 2146-0744

Issues

Authors:

Ephrem Habtemichael Redda | Jhalukpreya Surujlal

Publisher:

Sosyal Bilimler Araştırmaları Derneği

Journal:

International Journal of eBusiness and eGovernment Studies 2017 Vol.9 Issue 2, pp.137-157

Document Type:

Article

Publication Date:

5/2017

Document Language:

Turkish

Document ID (Org No.):

2000810353

Frequency:

Bi-Annual

eISSN:

2146-0744