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Internet banking and customer satisfaction in Pakistan

Author

Listed:
  • Syed Ali Raza
  • Syed Tehseen Jawaid
  • Ayesha Hassan

Abstract

Purpose - – This study aims to determine the effects of service quality dimensions on customer satisfaction in Pakistan by using the SERVQUAL model. Design/methodology/approach - – A survey research questionnaire of 30 items has been adopted, and the data of 400 respondents were collected from the users of Internet banking of different banks located in Karachi city of Pakistan. Findings - – The reliability analysis shows that all dimensions are reliable. Results of the factor analysis confirm the grouping of adopted questioner. At last, the regression analysis indicates a significant positive relationship between assurance, tangibility, reliability and responsiveness with customer satisfaction. Conversely, empathy shows a positive but insignificant effect on the customer satisfaction. Practical implications - – It is recommended that the management of online banks has to focus on making the design and content of the Web sites more visually appealing to grab the attention of existing customers, as well as to attract new customers. The management has to take effective measures to further enhance the security and safety of online bank accounts, so that customers can maintain long-term relationships with the usage of online banking. Online banks have to provide more reliable services to the customers at heart to make the customers more comfortable and confident. The management should develop more effective systems to quickly solve the issues of customers. Originality/value - – This paper makes a unique contribution to the literature with reference to Pakistan, being a pioneering attempt to investigate the customer satisfaction in the banking industry of Pakistan by using a large sample and advance statistical techniques.

Suggested Citation

  • Syed Ali Raza & Syed Tehseen Jawaid & Ayesha Hassan, 2015. "Internet banking and customer satisfaction in Pakistan," Qualitative Research in Financial Markets, Emerald Group Publishing Limited, vol. 7(1), pages 24-36, February.
    • Handle: RePEc:eme:qrfmpp:v:7:y:2015:i:1:p:24-36
    DOI: 10.1108/QRFM-09-2013-0027
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    as
    1. Syed Ali Raza & Nida Hanif, 2013. "Factors affecting internet banking adoption among internal and external customers: a case of Pakistan," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 7(1), pages 82-96.
    2. Kumbhar, Vijay, 2011. "Service quality perception and customers’ satisfaction in internet banking service: a case study of public and private sector banks," MPRA Paper 36959, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Arif, Imtiaz & Aslam, Wajeeha & Hwang, Yujong, 2020. "Barriers in adoption of internet banking: A structural equation modeling - Neural network approach," Technology in Society, Elsevier, vol. 61(C).
    2. Asadullah Khaskheli & Yushi Jiang & Syed A. Raza & Muhammad A. Qureshi & Komal A. Khan & Javeria Salam, 2020. "Do CSR activities increase organizational citizenship behavior among employees? Mediating role of affective commitment and job satisfaction," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 2941-2955, November.
    3. Meyske A. Rahantoknam & Meyske A. Rahantoknam & Wellem A. Teniwut & Anna M. Ngabalin, 2017. "Loyalty or Inertia? Customer Perspective on Traditional Micro-retailing of Fisheries Commodities in Small Islands Coastal Area," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 137-144.
    4. Minhaj, Rutaba & Tasneem, Abdul Rafe & Farrukh, Maira & Ziarab, Mohammad & Raza, Muhammad Ali, 2021. "Examining the Impact of Social Capital Scales on Brand Commitment In An Online Brand Community," MPRA Paper 109007, University Library of Munich, Germany.
    5. Safia Anjum & Junwu Chai, 2020. "Drivers of Cash-on-Delivery Method of Payment in E-Commerce Shopping: Evidence From Pakistan," SAGE Open, , vol. 10(3), pages 21582440209, July.
    6. Raza, Syed Ali & Shah, Nida & Nisar, Wasay, 2019. "Consumer Buying Behavior of Organic Food with Respect to Health and Safety Concerns among Adolescents," MPRA Paper 93570, University Library of Munich, Germany.
    7. Sheikh, Muhammad Ammad & Mumtaz, Talha & Sohail, Nabeel & Ahmed, Bilal & Noor, Zain, 2021. "Fake News Acceptance by Demographics and Culture On Social Media," MPRA Paper 108934, University Library of Munich, Germany.
    8. Sajid, Zoya & Iftikhar, Naba & Ghouri, Ushna & Siddiqui, Humbal & Uddin, Kaleem, 2021. "Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services," MPRA Paper 108938, University Library of Munich, Germany.
    9. Bashir Baba & Shafie Mohamed Zabri & Ahmed Kaseri Ramin, 2019. "Evaluating the Customer Satisfaction’s Effect on Murabahah and Mudarabah Financing in Islamic Banking," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 5(1), pages 2001-2022, January.
    10. Farooq Ahmad & Maqsood Ahmad & Shahida Mariam & Zunaira Mahmood & Muhammad Nawaz Qaisar, 2020. "What Wins The Customer Satisfaction, Most? An Evidence From Service Quality Perspectives In Banking Sector," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 9(4), pages 202-210, December.
    11. Baljinder Kaur & Sood Kiran & Simon Grima & Ramona Rupeika-Apoga, 2021. "Digital Banking in Northern India: The Risks on Customer Satisfaction," Risks, MDPI, vol. 9(11), pages 1-18, November.
    12. Talla Aldeehani, 2018. "Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect," Business and Economic Horizons (BEH), Prague Development Center, vol. 14(2), pages 282-299, April.
    13. Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    14. Ogheneochuko Salome Ighomereho & Taofeek Sola Afolabi & Adeniyi Olufemi Oluwakoya, 2023. "Impact of E-service quality on customer satisfaction: a study of internet banking for general and maritime services in Nigeria," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 488-501, September.
    15. Muhammad Ali & Syed Ali Raza & Chin-Hong Puah & Muhammad Shujaat Mubarik, 2023. "Customer acceptance toward Islamic personal financing in Pakistan," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 270-284, June.
    16. Sudjatno , 2016. "The Relationship Between Strategic Management, Employee Engagement on Customer Satisfaction and Customer Loyalty (Newest Empirical Approach 2013-2015): A Conceptual Model ," GATR Journals jmmr120, Global Academy of Training and Research (GATR) Enterprise.
    17. Ali, Shabbir & Nadeem, Ahmed, 2021. "The Impact of Socio-emotional competencies, Socio-economic factors, and the Employability process on Employment Status," MPRA Paper 108942, University Library of Munich, Germany.
    18. Ali, Muhammad & Raza, Syed Ali, 2015. "Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model," MPRA Paper 64039, University Library of Munich, Germany.
    19. Bashir Baba & Shafie Mohamed Zabri & Ahmad Kaseri, 2018. "Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 4(6), pages 4001-4015, June.
    20. Hussain Alwan & Abedlhalim Al-Zubi, 2016. "Determinants of Internet Banking Adoption among Customers of Commercial Banks: An Empirical Study in the Jordanian Banking Sector," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(3), pages 1-95, February.

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    More about this item

    Keywords

    Pakistan; Customer satisfaction; SERVQUAL; Internet banking;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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