Ahmed, Khalil (2011): Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad.
Download (357kB) | Preview
Online banking can provide a reliable service to the customers for which make them happy. Online banking service is a comparative advantage and can improve relationship with customers. The purpose of this study is to understand the impact of E-SERVQUAL model on customer satisfaction in Bank Islam Malaysia Brhd (BIMB). Four service quality dimensions namely tangibles, reliability, responsiveness, assurance, and empathy have been established based on the SERVQUAL model modified by Han and Beak (2004). These variables have been tested to explore the relationship between online service quality and the customer satisfaction. The data were gathered through a questionnaire with 21 customers. The study shows that these dimensions are good to measure the relationship between online service and customer satisfaction. The study also explores that empathy, reliability, and responsiveness have more contribution to satisfy the customers of Bank Islam online banking service.
|Item Type:||MPRA Paper|
|Original Title:||Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad|
|Keywords:||Service quality dimensions, E-SERVQUAL model, and customer satisfaction|
|Subjects:||G - Financial Economics > G2 - Financial Institutions and Services > G21 - Banks ; Depository Institutions ; Micro Finance Institutions ; Mortgages|
|Depositing User:||KHALIL Ahmed|
|Date Deposited:||22. Sep 2011 05:20|
|Last Modified:||11. Feb 2013 17:12|
Kenova, V. & Jonasson P. 2006. Quality Online Banking Service. Jonkoping university.
Pallent, Julie. 2007. SPSS Survival Manual: A Step by Step Guide to Data Analysis using SPSS for Windows. England: McGraw.
Saha, P. & Zhoa, Y. 2005. Relationship between Online Service Quality and Customer Satisfaction: A Study in Internet Banking. Lulea University.
Sidat, S. 2008. Measuring Service Quality using SEWRVQUAL Model: A Case Study of E-Retiling in Iran. University Technology Malaysia.
Yang, Z. 2001. Measuring E-Service Quality and its linkage to Customer Loyalty. New Mexico University.
Bauer, Hammerschmidt. & Falk. 2004. “Measuring the quality of e-banking portals”. International Journal of Bank Marketing. Vol. 23 No. 2.pp. 153-175.
Cai. & Jun. 2003. “Internet users’ perceptions of online service quality: a comparison of online buyers and information searchers”. Managing Service Quality. Vol. 13. pp. 504-519.
Carlson. & O’Cass. 2008. “Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites”. Journal of Services Marketing. Vol. 24. pp. 112–127.
Han, Sang. & Beak, Seung. 2004. “Antecedents and Consequences of Service Quality in Online Banking: An Application of the SERVQUAL Instrument”. Advance in Consumer Research. Vol. 31. pp. 208-214.
Herington, C. & Weaven, S. 2008. “E-Retailing by Banks: E-Service Quality and its Importance to Customer Satisfaction”. European Journal of Marketing Vol. 43 No. 9/10, pp. 1220-123.
Jaiang & Rosenbloon. 2004. “Customer intention to return online: price perception, attribute-level performance, and satisfaction unfolding over time”. European Journal of Marketing. Vol. 39 No. 1/2, pp. 150-174.
Janda, S, J, Philip, Trocchia & Gwinner, P. 2002. “Customer Perceptions of Internet Retail Service Quality”. International Journal of Service Industry Management. Vol. 13. pp. 412-431.
Lee, G. & Lin, H. 2005. “Customer perceptions of e-service quality in online shopping”. International Journal of Retail & Distribution Management Vol. 33 No. 2, pp. 161-176.
Mekoves, R, Bubas, G. & Verck, N. 2007. “A METHOD FOR IMPROVEMENT OF OBJECTIVITY OF E-SERVICE QUALITY EVALUATION”. Journal of information and organizational sciences, Vol 31. Mobarek, Asma. 2007. “E-BANKING PRACTICES AND CUSTOMER SATISFACTION- A CASE STUDY IN BOTSWANA”. Dpt. Accounting and Finance. University of Botswana.
Nupur, J. 2010. “E-Banking and Customers’ Satisfaction in Bangladesh: An Analysis”. International Review of Business Research Papers. Vol. 6. September. pp. 145-156.
Oju, Olu. 2010. “The Relationship between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence from Nigeria”. Broad Research in Accounting, Negotiation, and Distribution. Vol. 1. pp. 88-100.
Osman, I, Ali, H, Zainuddin, A, Rashid, W. 2009. “Customers Satisfaction in Malaysian Islamic Banking”. International Journal of Economics and Finance. Vol. 1. pp. 197-202.
Parasuraman, A, Zeithaml, A. & Malhotra. A. 2005. “E-S-QUAL A Multiple-Item Scale for Assessing”. Electronic Service Quality Journal of Service Research, Vol. 7. pp. 1-21.
Rod, M, Ashill, N & Carruthers. 2008. “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.
Shang, T. & Liu, C. 2010. “An Empirical Study on the Effect of E-Service Quality on Online Customer Satisfaction and Loyalty”. Nankai Business Review International Vol. 1 No. 3. pp. 273-283.
Yang & Fang. 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.
Yang, Z, Jun, M. & Petrson, T. 2004. “Measuring customer perceived online service quality Scale development and managerial implications”. International Journal of Operations & Production Management. Vol. 24 No. 11. pp. 1149-1174.