- 권한신청
- E-ISSN2288-2766
- KCI
The Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in the Commercial Banks in Uganda
The Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in the Commercial Banks in Uganda
- 다운로드 수
- 조회수
Abstract
The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer’s service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.
- keywords
- Service Quality, Electronic Banking and Customer Satisfaction
참고문헌
Abaasa. F. (2007). Banking in Uganda Gone High Tech. Kampala Uganda. Retrieved from http://www.ugpulse.com/business/views-from-fiona-banking-in-uganda-gone-high-tech/677/ug.aspx.
Abd El-Aziz, R. (2009). ATM Location and Usage: Social and Technical Perspectives. Bristo, UK: Thesis for Doctorate in University of the West of Englandl.
Bradley, L., & Stewart, K. (2003). Delphi Study of Internet Banking. Marketing Intelligence and Planning, 21(5), 272-281.
Caruana, A. (2002). Service Loyalty – the Effects of Service Quality and the Mediating Role of Customer Satisfaction. European Journal of Marketing, 36(7), 811-827.
Chofa, S., Cooharojananone, N., & Phimoltares, S. (2012). The New Screen Design for the Internet Banking Websites in Thailand (case study: university student). The Ninth International Conference on Computer Science and Software Engineering. 30(1), 243-247.
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55–68.
Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling Performance Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58(1), 125–131.
Dilijonas, D., Krikšciunien, D., Sakalauskas, V., & Simutis, R. (2009). Sustainability Based Service Quality Approach for Automated Teller Machine Network. Managing Service Quality, 50(1), 15-27.
El Essawi, N., & Abd El Aziz, R. (2012). Determining the Main Dimensions that Affect E-customer Relationship Management Readiness in the Egyptian Banking Industry. International Journal of Electronic Customer Relationship Management, 6(3), 217-234.
Grönroos, C. (1984). A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18 (4), 36-44.
Hansemark, O. C., & Albinson, M.,(2004). Customer Satisfaction and Retention: The Experiences of Individual with Employees. Managing Service Quality, 14(1), 23-37.
Jun, M., & Cai, S. (2001). The Key Determinants of Internet Banking Service Quality: A Content Analysis. International Journal of Banking Marketing, 19(7), 276-91.
Khalil K. M. (2011). Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad. Retrieved from available athttp://mpra.ub.uni-muenchen.de/
Kotler, P., Armstrong, J., & Wong, V. (2000). Principle of Marketing(2nd European Edition). London: Prentice-Hall.
Krejcie, R. V., & Morgan, D. W. (1970). Determining Sample Sizes for Research Activities. Educational and Psychological Measurement, 10(2), 607-610.
Lewis, B. (1993). Service Quality: Definitions, Determinants and Measurement. Training for Quality, 1(2), 16-19.
Lewis, B. (1993). Service Quality: Recent Developments in Financial Services. International Journal of Bank Marketing, 11(6), 19-25.
Lewis, R., & Soureli, M. (2006). The Antecedents of Consumer Loyalty in Retail Banking, Journal of Consumer Behaviour, 5 (1), 15- 31.
Lewis, R. C., & Booms, B. H. (1983). The Marketing Aspects of Service Quality. In Berry, L.,Shostack, G. and Upah, G. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL.
Li, W., Humphreys, P. K., Yeung, A., & Cheng, T. C. (2007). The Impact of Specific Supplier Development Efforts on Buyer Competitive Advantage: An Empirical Model. International Journal of Production Economics, 16(1), 230–247
Lichtenstein, S., & Williamson, K. (2006). Understanding Consumer Adoption of Internet Banking: An Interpretive Study in the Australian Banking Context. Journal of Electronic Commerce Research, 7 (2), 50-66.
Mesay, S. (2012). Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector. Journal of Business Administration and Management Sciences Research, 1(1), 1-9.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(2), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2005). E-S-QUAL: A Multiple-item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-33.
Pyun, C., Scaggs, L., & Nam, K. (2002). Internet banking in the US, Japan, and Europe. Multinational Business Review, 10(2), 73-81.
Reeves, C., & Bednar, D. (1994). Defining quality: alternatives and implications. Academy of Management Review, 19(3), 419-445.
Titko, J., & Lace, N. (2010). Customer Satisfaction and Loyalty in Latvian Retail Banking. Economics and Management, 15(2), 1031–1038.
Yang, A., & Fang, M. (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, 15(3), 302-326.
Yang, Z., & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction and Loyalty: The Role of Switching Costs. Psychology & Marketing, 21(10), 799–822.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
- 다운로드 수
- 조회수
- 0KCI 피인용수
- 0WOS 피인용수
