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

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An Entity of Type : schema:ScholarlyArticle, within Data Space : wasabi.inria.fr associated with source document(s)

Attributes	Values
type	Academic Article research paper schema:ScholarlyArticle
isDefinedBy	Covid-on-the-Web dataset
has title	Online Banking Service Quality: A South African E-S-QUAL Analysis
Creator	Mujinga, Mathias
Source	PMC
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.
has issue date	2020-03-06(xsd:dateTime)
bibo:doi	10.1007/978-3-030-44999-5_19
has license	no-cc
sha1sum (hex)	9956bf25c54bf4be3e2a5f3db8809c4444817378
schema:url	https://doi.org/10.1007/978-3-030-44999-5_19
resource representing a document's title	Online Banking Service Quality: A South African E-S-QUAL Analysis
has PubMed Central identifier	PMC7134237
schema:publication	Responsible Design, Implementation and Use of Information and Communication Technology
resource representing a document's body	covid:9956bf25c54bf4be3e2a5f3db8809c4444817378#body_text
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