电子银行服务质量:加纳大阿克拉地区客户的认知

IF 4.1 Q2 BUSINESS
Joseph Emmanuel Tetteh
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引用次数: 7

摘要

摘要本研究的目的是检验电子银行服务质量(SQ)对客户满意度(CS)和客户忠诚度(CL)的影响。它还试图比较在加纳大阿克拉地区运营的国内和国外银行的SQ交付之间的差异。采用结构方程建模(SEM)方法研究了电子银行SQ、CS和CL维度之间的关系。此外,还进行了Wilcoxon-Mann-Whitney检验,以确定本地银行和外国银行在电子银行业务SQ方面的差异。结果表明,SQ的所有四个维度,即便利性、易用性、可访问性和可负担性,都是CS的重要积极驱动因素。该研究还发现,CS完全中介了所有四个电子银行SQ维度与CL之间的关系。此外,该研究报告称,平均而言,外国银行为其客户提供的电子银行业务SQ比国内银行更好。国内银行应加大对改善电子银行业务质量的投资,以推动CS、CL并最终推动公司业绩。这项研究的结果强化了关于SQ对CS和CL的积极影响的文献。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Electronic Banking Service Quality: Perception of Customers in the Greater Accra Region of Ghana
Abstract The purpose of this study is to examine the impact of electronic banking service quality (SQ) on customer satisfaction (CS) and customer loyalty (CL). It also sought to compare differences between SQ delivery of domestic and foreign origin banks operating in the Greater Accra Region of Ghana. Structural equation modeling (SEM) was employed to investigate the relationships between the dimensions of electronic banking SQ, CS and CL. In addition, the Wilcoxon-Mann-Whitney test was also conducted to establish the differences in electronic banking SQ between local banks and foreign banks. The results show that, all four dimensions of SQ, namely convenience, ease of use, accessibility, and affordability were found to be significant positive drivers of CS. The study also found that CS fully mediates the relationship between all four electronic banking SQ dimensions and CL. Additionally, the study reports that on average foreign origin banks deliver better electronic banking SQ to their customers than domestic banks. Domestic banks should invest more in improving electronic banking SQ to drive CS, CL and ultimately firm performance. The findings of this study reinforce literature on the positive influence of SQ on CS and CL.
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来源期刊
CiteScore
10.50
自引率
7.00%
发文量
18
期刊介绍: The business world has undergone many changes because of information technology, and the impact of the Internet may cause one of the biggest yet. While many people use the Internet for educational and entertainment purposes, organizations and companies are looking for ways to tie their internal networks to this global network to conduct electronic commerce. While companies have been conducting business electronically with suppliers and customers for many years, conducting online commerce via the Internet offers even greater opportunities for multinational, national, and even small businesses to cut costs, improve efficiency, and reach a global market.
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