Hema Raviadaran; Omkar Dastane; Muhamad Yusnorizam Ma’arif; Nurhizam Safie Mohd Satar
Volume 6, Issue 10 , October 2019, , Pages 709-730
Abstract
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 ...
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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.
Hamid Sadeghi Rad; Ali Rasoulian; Mahmoud Mirzaei; Abbas Sharifipour
Volume 4, Issue 4 , April 2017, , Pages 431-442
Abstract
With technology development and the market conditions getting more competitive in different production and service sectors, loyal customer is considered as main capital of every organization. The expansion of internet global network has brought many benefits to all organizations including banks which ...
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With technology development and the market conditions getting more competitive in different production and service sectors, loyal customer is considered as main capital of every organization. The expansion of internet global network has brought many benefits to all organizations including banks which along with considerable issues arise. Special equity of services including investment which became an important concept in marketing since 1980 is in fact the added value generated for the organization by using that service. The purpose of this research is to explain the loyalty of customers to investment through using electronic banking services in order to participate in advancing the economic projects, and also to empirically test whether this is related to trust in investment and investment special equity. Statistical population consists of customers of Saman bank in Mashhad city who have substantial account balance and are able to invest in economic projects suggested by bank. And their satisfaction with electronic banking services was investigated through random sampling. Needed information was collected using a questionnaire and correlations of variables were tested by means of Pearson correlation test and multiple regression. Analysis of the study findings using SPSS 16 shows that there is a positive correlation between trust in investment and investment special equity with customers’ loyalty to investment in economic projects by bank through using electronic services. And trust in investment and investment special equity are significantly related to two types of loyalty (attitudinal loyalty and behavioral loyalty).