User's Perceived Service Quality and Satisfaction With Internet Banking: Experience from United Bank S.C.
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Date
2010-01
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Addis Ababa University
Abstract
In the world of banking, the development in information technology has an enormous
effect on development of more flexible payment methods and more-user friendly
banking services. Internet banking services are new, and the development and
diffusion of these technologies by financial institutions is expected to result in a more
efficient banking system. In recent years two Ethiopian banks started to offer Internet
banking services to their customers. The purpose of this research was to identify the
relationship between perceived service quality and satisfaction from the side of
customers of United bank S. C. The author of this thesis has developed a theoretical
model (instrument) for measuring the quality of Internet banking services. Using
quantitative research method including the design and distribution of a questionnaire,
empirical data was collected on which statistical analysis has been performed. As a
result of the conducted analysis, new model (instrument) for measuring quality of
Internet banking services having seven quality dimensions with total of 42 items was
developed. These dimensions are Reliability & Service Performance, Website
Characteristic and Customization, Fulfillment, Efficiency, Responsiveness,
Organizational Issues, and Privacy. Furthermore, based on the developed theoretical
model, customer satisfaction with different aspects of the Internet banking services
quality dimensions and overall service quality as well as service quality dimensions
with overall service quality has been evaluated. Such evaluation resulted in the
development of graphical representation of relationship between Internet banking
service quality dimensions with overall service quality and the relationship between
both Internet banking service quality dimensions and overall service quality with
overall customer satisfaction. Based on the results of the Analysis of the Empirical
Data, managerial recommendations are given. Suggestions for further research on
quality of Internet banking services are also offered.
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Keywords
Service Quality, and Satisfaction With Internet Banking