An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study

Abstract

Purpose

The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context.

Design/methodology/approach

Internet banking service customers of a national bank in New Zealand completed a self‐administered questionnaire. Data obtained from the customers were analysed using the SEM‐based partial least squares (PLS) methodology.

Findings

The results show significant relationships among online customer service quality, online information system quality, banking service product quality, overall internet banking service quality and customer satisfaction.

Originality/value

Little attention has been given in the literature to understanding the service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. By expanding previous research in internet banking service quality, this paper empirically examines the relationships between three service quality dimensions, overall internet banking service quality and customer satisfaction.

Citation

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 No. 1, pp. 103-126. https://doi.org/10.1108/02634500910928344