The effect of electronic banking service quality on customer satisfaction

Abstract

Coronavirus 2019 (Covid 19) was first detected in Wuhan City, Hubei Province, China, and it was eventually spread to other countries. The spread of the virus has had a big impact on health and economy worldwide. The health of people keeps decreasing and the number of deaths is increasing day by day. In order to ensure the health of the people, the government implemented several lock downs, which causes all businesses, including the governmental and non-governmental ones and bank institutions, to close. Due to this, the bank institutions needed to depend on pervasive technologies to run their business. Thus, this research aims to investigate the effect of electronic banking service quality on electronic banking customer satisfaction. The research investigated customer satisfaction based on the reliability, privacy and security, website design and customer service and support of electronic banking services. The research also examined the relationship between factors of electronic banking service quality and electronic banking customer satisfaction. Using a random sampling technique, this research was conducted on a small district society in Malaysia. The total population is 6,716 people, with a sample size of 361 for this research. A questionnaire was distributed online as the data collection instrument. Correlation and inferential analysis were used to identify the relationship between the factors of e-Banking service quality and customer satisfaction, and the results show that the relationship between the factors of e-Banking service quality and customer satisfaction is strong and significant. It also demonstrates that customer service and support is the factor of electronic banking service quality that has the greatest influence on electronic banking customer satisfaction.

Keywords

• service quality
• customer satisfaction
• electronic banking
• covid 19