The Relationship Between E-Service Quality and Customer Satisfaction on Internet Banking in Klang Valley, Malaysia
Abstract
Internet banking has drastically grown in usage over the last decade and is anticipated to continue developing at a rapid rate. As a result, banks are facing greater challenges with intense competition. Nonetheless, banks can maintain their competitive advantages by ensuring that their customers are satisfied. This study seeks to provide empirical evidence regarding the level of customer satisfaction with internet banking service quality in the Klang Valley. The six factors which can influence customer satisfaction toward internet banking include reliability, security, responsiveness, information, website design and privacy. 163 usable data were obtained through a survey form that was distributed randomly within Klang Valley. Overall the outcome of e-service quality analyses, indicates that it has a significant effect towards customer satisfaction on internet banking services within Klang Valley. However, intense analysis indicates that three out of six of the e-service quality dimensions carriable shows highly significant effect; reliability, security and website design variables.
References
Ahmad, A. & Al-Zu’bi, H. (2011). E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation. International Journal of Marketing Studies. Vol. 3 No. 1, pp. 50-65.
Bank Negara Malaysia (2015). Internet Banking Subscribers. Available at: http://www.bnm.gov. my/index.php?ch=34&pg=163&ac=4&bb=file
Bauer, H.H., Falk, T. & Hammerschmidt, M. (2006). eTransQual: a transaction process-based approach for capturing service quality in online shopping. Journal of Business Research. Vol. 59 No. 7, pp. 866-875.
Chen, R.F., Hsiao, J. L. & Hwang, H. G. (2012). Measuring customer satisfaction of Internet banking in Taiwan: scale development and validation. Total Quality Management & Business Excellence. Vol. 23 No7/8, pp. 749-767.
Herington, C. & Weaven, S. (2009). E-retailing by banks: e-service quality and its importance to customer satisfaction. European Journal of Marketing, Vol. 43 Nos 9/10, pp. 1220-1231.
Jay, H. & Barry R. (2014). Operation Management: Sustainability and Supply Chain Management.11th Edition.
Jayawardhena, C. (2004). Measurement of service quality in internet banking : the development of an instrument. Journal of Marketing Management, Vol. 20 Nos 1/2, pp. 185-207.
Jham, V. (2016). Customer Satisfaction with Internet Banking: Exploring the Mediating Role of Trust. Journal of Emerging Trends in Economics and Management Sciences (JETEMS) Vo. 7 No. 2. pp. 75-87.
Jun, M. & Cai, S. (2001). The key determination of internet banking service quality: A content analysis. The International Journal of Banking Marketing, Vol 19 No 7, pp.276-91.
Karjaluoto, H., Mattila, M. & Pento, T. (2002). Factors underlying attitude formation towards online banking in Finland. International Journal of Bank Marketing, Vol.20 No.6, pp.261-272.
Lewis, R.C. & Booms, B.H. (1983). The marketing aspects of service quality: in emerging perspectives on services marketing, Berry, L., Shostack, G.L. and Upah, G. Eds, American Marketing Association, Chicago, IL, pp. 99-104.
Liao, C.H., Yen, H.R. & Li, E.Y. (2011). The effect of channel quality inconsistency on the association between e-service quality and customer relationships. Internet Research, Vol. 21 No. 4, pp. 458-478.
Li-hua, Y. (2012). Customer satisfaction antecedents within service recovery context: evidences from ‘Big 4’ banks in China. Nankai Business Review International, Vol. 3 No. 3, pp. 284-301.
Muslim, A. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, Vol.34 No. 3 280-306.
Nagabhushanam, M. (2011). A Study on Customer Service Quality of Banks in India. Journal of Analyze Research Solution. pp. 315-364.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, Vol. 49 No.4, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, Vol 64 No 1, Spring.
Parasuraman, A., Zeithaml, V.A. & Malhotra, A. (2005). ES-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, Vol. 7 No. 3, pp. 213-233.
Poon, W.C. (2008). Users’ adoption of e-banking services : the Malaysian perspective. Journal of Business & Industrial Marketing, Vol. 23 No. 1, pp. 59-69.
Rod, M., Ashill, N.J., Shao, J. & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: a New Zealand study. Marketing Intelligence & Planning, Vol. 27 No. 1, pp. 103-126.
Saha, P. & Zhao, Y. (2005). Relationship between online Service Quality and Customer Satisfaction. Lule University of Technology MSc Program me in Electronic Commerce.
Santos, J. (2003). Eservice Quality: A Model Of Virtual Service Quality Dimensions. Managing Service Quality, Vol.13 Issue 3, pp.233-246.
Stiakakis, E. & Georgiadis, C.K. (2009). E-service quality : comparing the perceptions of providers and customers, managing service quality. International Journal. Vol. 19 issue 4,pp. 410-430.
Thaichon, P., Lobo, A. & Mitsis, A. (2014). Anempirical model ofhomeinternetservicesquality in Thailand. Asia Pacific Journal of Marketing and Logistics, Vol. 26 No. 2, pp. 190-210.
The Star. Available at: https://www.thestar.com.my/business/business-news/2016/03/11/ malaysia-is-the-most-vulnerable-country-to-internet-scams-in-this-region
Yang, Z. & Fang, X. (2004). Online Service Quality Dimensions and their Relationships with Satisfaction: A Content Analysis of Customer Reviews of Securities Brokerage Services. International Journal of Service Industry Management, Vol.15 No.3, pp.302-326.
Bank Negara Malaysia (2015). Internet Banking Subscribers. Available at: http://www.bnm.gov. my/index.php?ch=34&pg=163&ac=4&bb=file
Bauer, H.H., Falk, T. & Hammerschmidt, M. (2006). eTransQual: a transaction process-based approach for capturing service quality in online shopping. Journal of Business Research. Vol. 59 No. 7, pp. 866-875.
Chen, R.F., Hsiao, J. L. & Hwang, H. G. (2012). Measuring customer satisfaction of Internet banking in Taiwan: scale development and validation. Total Quality Management & Business Excellence. Vol. 23 No7/8, pp. 749-767.
Herington, C. & Weaven, S. (2009). E-retailing by banks: e-service quality and its importance to customer satisfaction. European Journal of Marketing, Vol. 43 Nos 9/10, pp. 1220-1231.
Jay, H. & Barry R. (2014). Operation Management: Sustainability and Supply Chain Management.11th Edition.
Jayawardhena, C. (2004). Measurement of service quality in internet banking : the development of an instrument. Journal of Marketing Management, Vol. 20 Nos 1/2, pp. 185-207.
Jham, V. (2016). Customer Satisfaction with Internet Banking: Exploring the Mediating Role of Trust. Journal of Emerging Trends in Economics and Management Sciences (JETEMS) Vo. 7 No. 2. pp. 75-87.
Jun, M. & Cai, S. (2001). The key determination of internet banking service quality: A content analysis. The International Journal of Banking Marketing, Vol 19 No 7, pp.276-91.
Karjaluoto, H., Mattila, M. & Pento, T. (2002). Factors underlying attitude formation towards online banking in Finland. International Journal of Bank Marketing, Vol.20 No.6, pp.261-272.
Lewis, R.C. & Booms, B.H. (1983). The marketing aspects of service quality: in emerging perspectives on services marketing, Berry, L., Shostack, G.L. and Upah, G. Eds, American Marketing Association, Chicago, IL, pp. 99-104.
Liao, C.H., Yen, H.R. & Li, E.Y. (2011). The effect of channel quality inconsistency on the association between e-service quality and customer relationships. Internet Research, Vol. 21 No. 4, pp. 458-478.
Li-hua, Y. (2012). Customer satisfaction antecedents within service recovery context: evidences from ‘Big 4’ banks in China. Nankai Business Review International, Vol. 3 No. 3, pp. 284-301.
Muslim, A. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, Vol.34 No. 3 280-306.
Nagabhushanam, M. (2011). A Study on Customer Service Quality of Banks in India. Journal of Analyze Research Solution. pp. 315-364.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, Vol. 49 No.4, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, Vol 64 No 1, Spring.
Parasuraman, A., Zeithaml, V.A. & Malhotra, A. (2005). ES-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, Vol. 7 No. 3, pp. 213-233.
Poon, W.C. (2008). Users’ adoption of e-banking services : the Malaysian perspective. Journal of Business & Industrial Marketing, Vol. 23 No. 1, pp. 59-69.
Rod, M., Ashill, N.J., Shao, J. & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: a New Zealand study. Marketing Intelligence & Planning, Vol. 27 No. 1, pp. 103-126.
Saha, P. & Zhao, Y. (2005). Relationship between online Service Quality and Customer Satisfaction. Lule University of Technology MSc Program me in Electronic Commerce.
Santos, J. (2003). Eservice Quality: A Model Of Virtual Service Quality Dimensions. Managing Service Quality, Vol.13 Issue 3, pp.233-246.
Stiakakis, E. & Georgiadis, C.K. (2009). E-service quality : comparing the perceptions of providers and customers, managing service quality. International Journal. Vol. 19 issue 4,pp. 410-430.
Thaichon, P., Lobo, A. & Mitsis, A. (2014). Anempirical model ofhomeinternetservicesquality in Thailand. Asia Pacific Journal of Marketing and Logistics, Vol. 26 No. 2, pp. 190-210.
The Star. Available at: https://www.thestar.com.my/business/business-news/2016/03/11/ malaysia-is-the-most-vulnerable-country-to-internet-scams-in-this-region
Yang, Z. & Fang, X. (2004). Online Service Quality Dimensions and their Relationships with Satisfaction: A Content Analysis of Customer Reviews of Securities Brokerage Services. International Journal of Service Industry Management, Vol.15 No.3, pp.302-326.
Published
2023-06-30
How to Cite
OTHMAN, Hazezul Razman et al.
The Relationship Between E-Service Quality and Customer Satisfaction on Internet Banking in Klang Valley, Malaysia.
International Journal of Business and Technology Management, [S.l.], v. 5, n. 2, p. 244-250, june 2023.
ISSN 2682-7646.
Available at: <https://myjms.mohe.gov.my/index.php/ijbtm/article/view/22957>. Date accessed: 03 dec. 2023.
Section
Articles
