HAL will be down for maintenance from Friday, June 10 at 4pm through Monday, June 13 at 9am. More information
Skip to Main content Skip to Navigation
Conference papers

Online Banking Service Quality: A South African E-S-QUAL Analysis

Abstract : Technologically, competition is fierce in the banking industry, as such, banks need to offer cutting-edge technology and still make sure the banking solutions provided keep customers satisfied, as customers could switch between banks with minimum inconvenience. Electronic service quality measures the level of satisfaction deliver to bank customers through online banking digital solutions. This paper provides an investigation of electronic service quality based on customers’ perceptions in South Africa. The paper presents findings based on quantitative data from 184 online banking customers using E-S-QUAL measurement scale. The results show that banks are meeting customer expectations of service quality delivery, although there is room for improvement. The study has practical implications to financial institutions in South Africa, as it highlights areas of attention to improve service quality delivered to online banking customers.
Complete list of metadata

Contributor : Hal Ifip Connect in order to contact the contributor
Submitted on : Monday, May 10, 2021 - 3:00:57 PM
Last modification on : Monday, May 10, 2021 - 3:09:07 PM
Long-term archiving on: : Wednesday, August 11, 2021 - 7:45:30 PM


 Restricted access
To satisfy the distribution rights of the publisher, the document is embargoed until : 2023-01-01

Please log in to resquest access to the document


Distributed under a Creative Commons Attribution 4.0 International License



Mathias Mujinga. Online Banking Service Quality: A South African E-S-QUAL Analysis. 19th Conference on e-Business, e-Services and e-Society (I3E), Apr 2020, Skukuza, South Africa. pp.228-238, ⟨10.1007/978-3-030-44999-5_19⟩. ⟨hal-03222845⟩



Record views