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The Impact of Services, Assurance and Efficiency in Customer Satisfaction on Electronic Banking Services Offered by Banking Sector

Author

Listed:
  • SALIHU, ARMEND

    (Universities for Business and Technology, Kalabria p.n., Prishtine, Kosovo)

  • METIN, HASAN

    (Universities for Business and Technology, Kalabria p.n., Prishtine, Kosovo)

Abstract

The emerging development of Information and Communication Technology has brought many changes in almost all aspects of life. Newly developed electronic banking services like ATM Cards and e-banking, are replacing the traditional banking practice. The aim of this study is to look into the effect of product improvements, reliability and efficiency on customer satisfaction of electronic banking services. After a comprehensive literature review, the study provides a statistical analysis through a questionnaire which has been distributed to investigate the effect of product improvements, reliability and efficiency on customer satisfaction. Regarding the results obtained from the questionnaire, it is seen that all Cronbach’s Alpha values are within the acceptable level, whereas services and reliability are strongly correlated, but correlation between efficiency and satisfaction is weak. In the regression analysis, it was seen that while service and reliability have positive effect on customer satisfaction, efficiency`s effect is negative.

Suggested Citation

  • Salihu, Armend & Metin, Hasan, 2017. "The Impact of Services, Assurance and Efficiency in Customer Satisfaction on Electronic Banking Services Offered by Banking Sector," Journal of Internet Banking and Commerce, , vol. 22(03), pages 01-12, December.
    • Handle: RePEc:ris:joibac:0124
    as

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    More about this item

    Keywords

    Electronic Banking; Customer Satisfaction; Services; Reliability; Efficiency;
    All these keywords.

    JEL classification:

    • A11 - General Economics and Teaching - - General Economics - - - Role of Economics; Role of Economists

    Statistics

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