Camilleri, Silvio John and Cortis, Justine and Fenech, Maria Diandra (2013): Service Quality and Internet Banking: Perceptions of Maltese Retail Bank Customers. Published in: Bank of Valletta Review , Vol. Autumn, No. 48 (2013): pp. 1-17.
Preview |
PDF
MPRA_paper_62492.pdf Download (124kB) | Preview |
Abstract
This paper focuses on customers’ perceptions regarding two key aspects in Maltese retail finance: service quality and internet banking. The importance of these topics is likely to keep on growing in the near future, as clients become more demanding and financially-literate. We use various service quality dimensions, in order to garner bank customers’ opinions as to the factors which seem more important in determining overall satisfaction. We obtain indications that clients lay particular emphasis on reliability and access. We also focus on different aspects which may encourage or inhibit the adoption of internet banking services, and these include cost, security, convenience and having the service recommended by acquaintances.
Item Type: | MPRA Paper |
---|---|
Original Title: | Service Quality and Internet Banking: Perceptions of Maltese Retail Bank Customers |
Language: | English |
Keywords: | Internet Banking, Malta, Retail Banking, Service Quality. |
Subjects: | D - Microeconomics > D0 - General D - Microeconomics > D1 - Household Behavior and Family Economics > D12 - Consumer Economics: Empirical Analysis M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M3 - Marketing and Advertising > M30 - General |
Item ID: | 62492 |
Depositing User: | Dr Silvio John Camilleri |
Date Deposited: | 03 Mar 2015 17:03 |
Last Modified: | 28 Sep 2019 08:07 |
References: | ABDULLAH, F. SUHAIMI, R, SABAN, G and HAMALI, J. (2011) "Bank Service Quality (BSQ) Index: An indicator of service performance", International Journal of Quality & Reliability Management, Vol. 28 (5): 542 - 555. ACHARYA, R.N. KAGAN, A. and LINGAM, S.R. (2008) "Online Banking Applications And Community Bank Performance", International Journal of Bank Marketing, Vol. 26 (6): 418 - 439. BOEHM, M (2008) “Determining the Impact of Internet Use on a Customer’s Lifetime”, Journal of Interactive Marketing, Vol 22 (3): 2-22. BRADLEY, L and STEWART, K (2002) “A Delphi Study Of The Drivers And Inhibitors Of Internet Banking”, International Journal of Bank Marketing, Vol. 20 (6): 250-260. BRIGUGLIO, L. ANTONIOU, A. CORDINA, G. and FARRUGIA, N. (2009) The Maltese and Cypriot Economies: Weathering the Global Recession, presented at: Sustaining Development in Small States in a Turbulent Global Economy; Commonwealth Secretariat, Marlborough House, London, 2009. CAMILLERI, S.J. (2005) “An Analysis of the Profitability, Risk and Growth Indicators of Banks Operating in Malta”, Bank Of Valletta Review, Vol. 31 (1): 32-48. CHURCHILL, G.A. Jr (1999) Marketing Research: Methodological Foundations. The Dryden Press, Orlando, Florida. DURKIN, M. (2007) "On The Role Of Bank Staff In Online Customer Purchase", Marketing Intelligence & Planning, Vol. 25 (1): 82 – 97. EUROPEAN COMMISSION (2010) Europe’s Digital Competitiveness Report 2010, Downloadable at: https://ec.europa.eu/digital-agenda/sites/digital-agenda/files/european_competitiveness_report_2010.pdf FLAVIÁN, C. GUINALÍU, M. and TORRES, E. (2006) “How Bricks-And-Mortar Attributes Affect Online Banking Adoption", International Journal of Bank Marketing, Vol. 24 (6): 406 – 423. GERRARD, P. CUNNINGHAM, J.B. and DEVLIN, J.F. (2006) "Why Consumers Are Not Using Internet Banking: A Qualitative Study", Journal of Services Marketing, Vol. 20 (3): 160 – 168. GRÖNROOS, C. (1983) Strategic Management and Marketing in the Service Sector. Marketing Science Institute, Cambridge, Massachusetts, US. IMESON, M. (2010) “Malta: Connected for Finance”, The Banker Supplement (April 2010), Financial Times Business Ltd., London, UK. JOHNSTON, R. (1995) "The Determinants Of Service Quality: Satisfiers And Dissatisfiers", International Journal of Service Industry Management, Vol. 6 (5): 53-71. JOHNSTON, R. (1997) "Identifying The Critical Determinants Of Service Quality In Retail Banking: Importance And Effect", International Journal of bank marketing, Vol. 15 (4): 111-116. JOSEPH, M. MCCLURE, C. And JOSEPH, B. (1999) "Service Quality In The Banking Sector: The Impact Of Technology On Service Delivery", International Journal of Bank Marketing, Vol. 17 (4): 182-193. JUN, M. and CAI, S. (2001) "The Key Determinants Of Internet Banking Service Quality: A Content Analysis", International Journal Of Bank Marketing, Vol. 19 (7): 276-291. LADHARI, R. LADHARI, I. and MORALES, M. (2011) "Bank service quality: comparing Canadian and Tunisian customer perceptions", International Journal of Bank Marketing, Vol. 29 (3): 224 - 246. LAUKKANEN P. SINKKONEN S. and LAUKKANEN T. (2008) “Consumer Resistance To Internet Banking: Postponers, Opponents And Rejectors”, International Journal Of Bank Marketing, Vol. 26 (6): 440-455. LEE, G.G. and LIN, H.F. (2005) "Customer Perceptions Of E-Service Quality In Online Shopping", International Journal of Retail & Distribution Management, Vol. 33 (2): 161-176. LEE, E.J, KWON, K.N, and SCHUMANN, D.W (2005) “Segmenting The Non-Adopter Category In The Diffusion Of Internet Banking”, International Journal Of Bank Marketing, Vol. 23 (5): 414-437. LEWIS, R.C. and BOOMS, B.H. (1983) "The Marketing Aspects Of Service Quality", Emerging Perspectives on Services Marketing, Vol. 65 (4): 99-107. MALTA COMMUNICATIONS AUTHORITY (2010) Internet and eCommerce Usage Study - September '10. Downloadable at: http://www.mca.org.mt/sites/default/files/attachments/surveys/2012/internet-and-ecommerce-usage-by-households-telephone-survey-sept10-presentation.pdf MEYER, T. (2010) “Online Banking and Research: The State of Play in 2010”, E-Banking Snapshot, Deutsche Bank Research. Accessible at: http://www.dbresearch.com/PROD/DBR_INTERNET_EN-PROD/PROD0000000000264269.PDF MILNE, G.R and BOZA M.E (1999) “Trust And Concern In Consumers’ Perceptions Of Marketing Information Management Practices”, Journal Of Interactive Marketing, Vol. 13 (1): 5-24. NIELSEN, J.F. (2002) "Internet Technology And Customer Linking In Nordic Banking", International Journal of Service Industry Management, Vol. 13 (5): 475 – 495. PARASURAMAN, A’ (2000) “Technology Readiness Index (TRI): A Multi-Item Scale To Measure Readiness To Embrace New Technologies”, Journal of Consumer Research, Vol.1 (June): 23-9. PARASURAMAN, A. ZEITHAML, V.A. and BERRY, L.L. (1985) "A Conceptual Model Of Service Quality And Its Implications For Future Research", The Journal Of Marketing, Vol 49 (4): 41-50. PATSIOTIS, A. G. HUGHES, T. and WEBBER, D. J. (2012) "Adopters And Non-Adopters Of Internet Banking: A Segmentation Study", International Journal of Bank Marketing, Vol. 30 (1): 20 – 42. ROD, M. ASHILL, N.J. SHAO, J. and 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 (1): 103 – 126. SATHYE, M. (1999) “Adoption of Internet Banking by Australian consumers: An empirical investigation”, International Journal of Bank Marketing, Vol. 17 (7): 324-334. SZMIGIN, I and FOXALL, G (1998) “Three Forms Of Innovation Resistance: The Case Of Retail Payment Methods”, Technovation, Vol.18 (6/7): 459-68. VAN SELM, M. and JANKOWSKI, N.W. (2006) “Conducting online surveys”, Quality & Quantity, Vol. 40: 435-56. YANG, Z. JUN, M. and PETERSON, R.T. (2004) "Measuring Customer Perceived Online Service Quality: Scale Development and Managerial Implications", International Journal of Operations and Production Management, Vol. 24 (11): 1149-1174. ZEITHAML, V.A. PARASURAMAN, A. and MALHOTRA, A. (2000) A Conceptual Framework for understanding e-Service Quality: Implications for future research and managerial practice. Marketing Science Institute Monograph, 115. |
URI: | https://mpra.ub.uni-muenchen.de/id/eprint/62492 |