Impact of E-Service Quality on Customer Satisfaction: A Study of Internet Banking for General and Maritime Services in Nigeria
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Date
2022-06
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Journal of Financial Services Marketing
Abstract
Despite the increased availability and accessibility of the internet, many bank clients continue to
queue in the bank. This enigma necessitates research on customers’ perceptions of the quality of
internet banking services in relation to customer satisfaction. The study examined the relationship
using the process and outcome theory of service quality. A sample of 280 internet banking clients of
General and Maritime service firms responded to the survey. Confirmatory factor analysis was
performed to evaluate the measurement model’s validity and reliability. To assess the importance
of the link between the variables, structural equation modelling was used. Statistical research
results show that the service quality measures (website quality, functional quality, recovery quality
and security quality) are significantly associated with customer satisfaction, with functional quality
having the highest impact. With respect to the dimensions, website ease of use has the highest
weight among the three dimensions of website quality; reliability has the higher weight between
the two dimensions of functional quality; compensation has the highest weight among the three
dimensions of recovery quality while informational security has the higher weight between the two
dimensions of security quality. The study’s findings will provide valuable information to bank
managers and bank industry regulators to monitor internet banking service quality and improve
customer satisfaction.
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Citation
Ighomereho, O.S., Afolabi, T.S. & Oluwakoya, A.O. Impact of E-service quality on customer satisfaction: a study of internet banking for general and maritime services in Nigeria. J Financ Serv Mark (2022)