COVID-19: IMPLICATIONS FOR E-SERVICE QUALITY ATTRIBUTES AND OUTCOMES OF E-BANKING

Abstract

The emergence of COVID-19 pandemic has brought about several challenges to the banking industry. One of the challenges is the quality of e-banking services, which has been critical for bank customers. The purpose of the study is to ascertain the e-service quality attributes that affect perceived e-banking quality and examine the relationships between e-banking perceived quality, perceived e-value, e-satisfaction and e-loyalty from e-banking users perspectives. The study adopted a cross-sectional research design and a quantitative approach. The researchers collected the data using a standardized questionnaire. A total of 384 questionnaires were administered via Google Form to e-banking users in Osun State, Nigeria, however, 171 responded to the survey. The data were analyzed using Structural Equation Modeling. The findings revealed that convenience, security, personalization and responsiveness best explain perceived e-banking quality during COVID-19. The results further indicated that the outcome categories (perceived e-value, e-satisfaction and e-loyalty) have strong associations with perceived e-banking quality. The route co-efficient between perceived e-value and e-satisfaction, as well as e-satisfaction and e-loyalty, were significant. The study's findings will provide a framework for bank executives to evaluate their e-banking performance and identify areas of e service delivery that they need to work on to improve customer perceptions of e-banking quality, e-value, e-satisfaction, and e-loyalty