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Service Quality and Internet Banking: Perceptions of Maltese Retail Bank Customers

Author

Listed:
  • Camilleri, Silvio John
  • Cortis, Justine
  • Fenech, Maria Diandra

Abstract

This paper focuses on customers’ perceptions regarding two key aspects in Maltese retail finance: service quality and internet banking. The importance of these topics is likely to keep on growing in the near future, as clients become more demanding and financially-literate. We use various service quality dimensions, in order to garner bank customers’ opinions as to the factors which seem more important in determining overall satisfaction. We obtain indications that clients lay particular emphasis on reliability and access. We also focus on different aspects which may encourage or inhibit the adoption of internet banking services, and these include cost, security, convenience and having the service recommended by acquaintances.

Suggested Citation

  • Camilleri, Silvio John & Cortis, Justine & Fenech, Maria Diandra, 2013. "Service Quality and Internet Banking: Perceptions of Maltese Retail Bank Customers," MPRA Paper 62492, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:62492
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    File URL: https://mpra.ub.uni-muenchen.de/62492/1/MPRA_paper_62492.pdf
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    References listed on IDEAS

    as
    1. Silvio John Camilleri, 2005. "An Analysis of the Profitability, Risk and Growth Indicators of Banks Operating In Malta," Finance 0507021, University Library of Munich, Germany.
    2. Martine Selm & Nicholas Jankowski, 2006. "Conducting Online Surveys," Quality & Quantity: International Journal of Methodology, Springer, vol. 40(3), pages 435-456, June.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Mathai George, 2017. "Customers’ Opinion on Online Banking Service Quality - A Study in Selected Cities of Kerala," Shanlax International Journal of Economics, Shanlax Journals, vol. 6(1), pages 56-62, December.
    2. Silvio John Camilleri & Denise Ellul, 2017. "Younger Customers' Outlooks when Selecting and Changing a Financial Services Provider: The Case of Maltese Students," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 8(2), pages 51-63, April.
    3. Silvio John Camilleri & Gail Grech, 2017. "The Relevance of Age Categories in explaining Internet Banking Adoption Rates and Customers' Attitudes towards the Service," Journal of Applied Finance & Banking, SCIENPRESS Ltd, vol. 7(2), pages 1-2.

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    More about this item

    Keywords

    Internet Banking; Malta; Retail Banking; Service Quality.;
    All these keywords.

    JEL classification:

    • D0 - Microeconomics - - General
    • D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

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