E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction

Abstract

Purpose

The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction.

Design/methodology/approach

A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using SmartPLS 3.0.

Findings

The result reveals that perceived e-service quality has a strong influence on customer satisfaction and use of e-banking, which means that greater quality of e-service has the potential to increase satisfaction and consequently result in to more use of e-banking. In this research findings, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability, in that order, were found to be most significant in rating e-service quality.

Practical implications

This offers financial institutions and professional relevant information e-banking services that will promote greater customer satisfaction and use of e-banking.

Originality/value

This paper contributes to knowledge advancement in bank marketing by providing insight into motivational factors of e-banking services quality and personal characteristics.

Citation

Ayo, C.k., Oni, A.A., Adewoye, O.J. and Eweoya, I.O. (2016), "E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction", International Journal of Bank Marketing, Vol. 34 No. 3, pp. 347-367. https://doi.org/10.1108/IJBM-12-2014-0175