IDEAS home Printed from https://ideas.repec.org/p/pra/mprapa/62492.html
   My bibliography  Save this paper

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
    as

    Download full text from publisher

    File URL: https://mpra.ub.uni-muenchen.de/62492/1/MPRA_paper_62492.pdf
    File Function: original version
    Download Restriction: no
    ---><---

    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)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Morenike Oluwatoyin Folayan & Roberto Ariel Abeldaño Zuniga & Oliver C. Ezechi & Brandon Brown & Annie L. Nguyen & Nourhan M. Aly & Passent Ellakany & Ifeoma E. Idigbe & Abeedha Tu-Allah Khan & Folake, 2022. "Associations between Emotional Distress, Sleep Changes, Decreased Tooth Brushing Frequency, Self-Reported Oral Ulcers and SARS-Cov-2 Infection during the First Wave of the COVID-19 Pandemic: A Global ," IJERPH, MDPI, vol. 19(18), pages 1-11, September.
    2. Shannon Davis & Andrey Shevchuk & Denis Strebkov, 2014. "Pathways to Satisfaction with Work-Life Balance: The Case of Russian-Language Internet Freelancers," Journal of Family and Economic Issues, Springer, vol. 35(4), pages 542-556, December.
    3. Vicente Gea-Caballero & José Ramón Martínez-Riera & Pedro García-Martínez & Jorge Casaña-Mohedo & Isabel Antón-Solanas & María Virtudes Verdeguer-Gómez & Iván Santolaya-Arnedo & Raúl Juárez-Vela, 2021. "Study of the Strengths and Weaknesses of Nursing Work Environments in Primary Care in Spain," IJERPH, MDPI, vol. 18(2), pages 1-12, January.
    4. Vendrell-Herrero, Ferran & Bustinza, Oscar F. & Opazo-Basaez, Marco, 2021. "Information technologies and product-service innovation: The moderating role of service R&D team structure," Journal of Business Research, Elsevier, vol. 128(C), pages 673-687.
    5. Andrea Serge & Johana Quiroz Montoya & Francisco Alonso & Luis Montoro, 2021. "Socioeconomic Status, Health and Lifestyle Settings as Psychosocial Risk Factors for Road Crashes in Young People: Assessing the Colombian Case," IJERPH, MDPI, vol. 18(3), pages 1-22, January.
    6. Ahmed Hassan Abdou & Majed Abdulaziz Al Abdulathim & Nadia Rebhi Hussni Hasan & Maha Hassan Ahmed Salah & Howayda Said Ahmed Mohamed Ali & Nancy J. Kamel, 2023. "From Green Inclusive Leadership to Green Organizational Citizenship: Exploring the Mediating Role of Green Work Engagement and Green Organizational Identification in the Hotel Industry Context," Sustainability, MDPI, vol. 15(20), pages 1-22, October.
    7. Emhamad Elmansori & Adel S. Al-Hindawi, 2022. "The impact of organizational change strategies on competitive advantage in commercial banks in Al-Bayda City-Libya," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 11(1), pages 85-97, January.
    8. Konstantinos Nikolaos Vasileiadis & Konstantinos Alexandros Tsioumis & Argyris Kyridis, 2013. "The Effects of Dominant Ideology on Teachers¡¯ Perceptions and Practices towards the ¡°Other¡±," International Journal of Learning and Development, Macrothink Institute, vol. 3(1), pages 33-48, December.
    9. 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.
    10. Lara Fontanella & Paola Villano & Marika Di Donato, 2016. "Attitudes towards Roma people and migrants: a comparison through a Bayesian multidimensional IRT model," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(2), pages 471-490, March.
    11. Vendrell-Herrero, Ferran & Gomes, Emanuel & Bustinza, Oscar F. & Mellahi, Kamel, 2018. "Uncovering the role of cross-border strategic alliances and expertise decision centralization in enhancing product-service innovation in MMNEs," International Business Review, Elsevier, vol. 27(4), pages 814-825.
    12. 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.
    13. Ioan-Sebastian Brumă & Cristina Cautisanu & Lucian Tanasă & Simona-Roxana Ulman & Meda Gâlea & Alexandra Raluca Jelea, 2024. "Does the payment method matter in online shopping behaviour? Study on the Romanian market of vegetables during the pandemic crisis," Agricultural Economics, Czech Academy of Agricultural Sciences, vol. 70(1), pages 34-47.
    14. Evelyn Schapansky & Joke Depraetere & Ines Keygnaert & Christophe Vandeviver, 2021. "Prevalence and Associated Factors of Sexual Victimization: Findings from a National Representative Sample of Belgian Adults Aged 16–69," IJERPH, MDPI, vol. 18(14), pages 1-22, July.
    15. Martin Loidl & Christian Werner & Laura Heym & Patrick Kofler & Günther Innerebner, 2019. "Lifestyles and Cycling Behavior—Data from a Cross-Sectional Study," Data, MDPI, vol. 4(4), pages 1-19, October.
    16. Julius Yaw Asamoah & Linda Owusu-Agyei, 2020. "The Impact of ICT on Financial Sector Policy Reforms in Post-Financial crisis era in Ghana: An institutional theory perspective," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 9(2), pages 82-100, April.
    17. Lara Fontanella & Mara Maretti & Annalina Sarra, 2014. "Gender fluidity across the world: a Multilevel Item Response Theory approach," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(5), pages 2553-2568, September.
    18. Magdy Sayed Ahmed Abolnasser & Ahmed Hassan Abdou & Thowayeb H. Hassan & Amany E. Salem, 2023. "Transformational Leadership, Employee Engagement, Job Satisfaction, and Psychological Well-Being among Hotel Employees after the Height of the COVID-19 Pandemic: A Serial Mediation Model," IJERPH, MDPI, vol. 20(4), pages 1-27, February.
    19. Martin P. Fritze & Andreas B. Eisingerich & Martin Benkenstein, 2019. "Digital transformation and possession attachment: examining the endowment effect for consumers’ relationships with hedonic and utilitarian digital service technologies," Electronic Commerce Research, Springer, vol. 19(2), pages 311-337, June.
    20. Alyavina, Elena & Nikitas, Alexandros & Njoya, Eric Tchouamou, 2024. "Mobility-as-a-Service and unsustainable travel behaviour: Exploring the car ownership and public transport trip replacement side-effects of the MaaS paradigm," Transport Policy, Elsevier, vol. 150(C), pages 53-70.

    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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:62492. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Joachim Winter (email available below). General contact details of provider: https://edirc.repec.org/data/vfmunde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.