Nexhmi Rexha, Russel Philip John Kingshott and Audrey Shang Shang Aw
Marketing managers in financial institutions should be aware that customers are likely to embody electronic banking provided that such technology contributes to existing…
Abstract
Marketing managers in financial institutions should be aware that customers are likely to embody electronic banking provided that such technology contributes to existing relationships. Based on a survey of bank corporate clients in Singapore, the impact of satisfaction, trust and the use of electronic banking on commitment towards current banks was investigated. It was found that trust was the key factor influencing the adoption of electronic banking. Perceived customer satisfaction with the bank only impacted indirectly on the adoption of electronic banking. The cumulative effects of customer satisfaction were found to have a positive impact on trust directed towards the bank, and this greatly impacted on the propensity to use electronic banking. Customer satisfaction, trust, and the use of electronic banking were found to have a positive impact on the corporate clients’ commitment towards their bank.
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David H. Wong, Nexhmi Rexha and Ian Phau
This paper aims to re‐examine the role of traditional service quality in an e‐banking environment by providing a review of how traditional service quality perceptions have evolved…
Abstract
Purpose
This paper aims to re‐examine the role of traditional service quality in an e‐banking environment by providing a review of how traditional service quality perceptions have evolved through the current and continuing stream of change in banking technology and the corresponding changes in the nature of how banks interact with their customers.
Design/methodology/approach
Data were collected from a mail survey sent out to a commercially purchased mailing list of 2,500 business names and addresses. The overall usable response rate was 30.6 per cent. Quadrant analysis was performed on the service quality dimensions from the SERVQUAL scale.
Findings
While the importance ranking of the five SERVQUAL dimensions has not changed dramatically over the years, large discrepancies were found between customer expectations and their perceived performance of traditional banking services.
Practical implications
Quadrant analysis produced specific recommendations on how banks should prioritise the allocation of their resources to maintain high perceived service quality in their human interactions.
Originality/value
This is the first study which revisits and re‐examines traditional service quality in the e‐banking era. It highlights how high levels of traditional service quality may lead to increased customer trust and thus more successful cross‐selling of e‐banking products to customers.