Charles k. Ayo, Aderonke Atinuke Oni, Oyerinde J. Adewoye and Ibukun O. Eweoya
– The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (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.