IDEAS home Printed from https://ideas.repec.org/p/sek/iacpro/1003572.html
   My bibliography  Save this paper

Customer perceptions of technology-based banking services:Influence of demographic variables

Author

Listed:
  • Jhalukpreya Surujlal

    (North-West University (Vaal Campus))

  • Ephrem Redda

    (North-West University (Vaal Campus))

Abstract

Due to technological advancements and innovation, technology-based banking has gained importance as an alternative means of providing services to customers. As a result the understanding and measuring of service quality of technology-based banking has become an indispensable marketing management imperative to bank managers over the recent years. The aim of this paper was to investigate if there are significant differences on customer perceptions of technology-based banking services by certain demographic variables, namely, age and gender. A structured questionnaire was completed by one hundred and eighty customers (n=180). Using a factor analysis procedure seven factors that influence customer perceptions of online banking service quality were extracted. ANOVA was then applied to examine the differences among the means of the socio-biographic variables with regard to their perceptions of the different service dimensions of technology-based banking services. The study revealed that there were significant differences among the different age groups while no significant differences were observed between males and females. The younger age group (under 20 years) seem to rate the quality of the technology-based banking services lower with respect to the following factors: factor 1 (assurance, trust and appeal), factor 5 (fulfilment) and factor 6 (speed and accuracy). Factor 4 (accessibility), was, however, viewed favourably by this age group. Their older and more mature counterparts (50-59 years old) perceived factor 5 (fulfilment) more favourably than did the younger age cohorts. These findings could be used for monitoring and measuring the service levels of online banking service quality to identify areas of improvement.

Suggested Citation

  • Jhalukpreya Surujlal & Ephrem Redda, 2015. "Customer perceptions of technology-based banking services:Influence of demographic variables," Proceedings of International Academic Conferences 1003572, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:1003572
    as

    Download full text from publisher

    File URL: https://iises.net/proceedings/international-academic-conference-rome/table-of-content/detail?cid=10&iid=174&rid=3572
    File Function: First version, 2015
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Akinci, Serkan & Atilgan-Inan, Eda & Aksoy, Safak, 2010. "Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting," Journal of Business Research, Elsevier, vol. 63(3), pages 232-240, March.
    Full references (including those not matched with items on IDEAS)

    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. Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
    2. Prakash Singh & Lokesh Arora & Abdulaziz Choudhry, 2022. "Consumer Behavior in the Service Industry: An Integrative Literature Review and Research Agenda," Sustainability, MDPI, vol. 15(1), pages 1-30, December.
    3. Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
    4. Mohd Naved Khan & Neha Gupta & Manita Matharu & Mohammad Faisal Khan, 2023. "Sustainable E-Service Quality in Tourism: Drivers Evaluation Using AHP-TOPSIS Technique," Sustainability, MDPI, vol. 15(9), pages 1-23, May.
    5. Llach, Josep & Marimon, Frederic & Alonso-Almeida, María del Mar & Bernardo, Merce, 2013. "Determinants of online booking loyalties for the purchasing of airline tickets," Tourism Management, Elsevier, vol. 35(C), pages 23-31.
    6. Tzu-En Lu & Yi-Hsuan Lee & Jer-Wei Hsu, 2020. "Does Service Recovery Really Work? The Multilevel Effects of Online Service Recovery Based on Brand Perception," Sustainability, MDPI, vol. 12(17), pages 1-23, August.
    7. Hamzah, Zalfa Laili & Syed Alwi, Sharifah Faridah & Othman, Md Nor, 2014. "Designing corporate brand experience in an online context: A qualitative insight," Journal of Business Research, Elsevier, vol. 67(11), pages 2299-2310.
    8. Yaya Luc Honore Petnji & Marimon Frederic & Fa Marti Casadesus, 2012. "Measuring E-Service Quality: Reviewing E-S-QUAL," Stochastics and Quality Control, De Gruyter, vol. 27(1), pages 19-41, September.
    9. Gonçalves, Helena Milagre Martins, 2013. "Multi-group invariance in a third-order factorial model: Attribute satisfaction measurement," Journal of Business Research, Elsevier, vol. 66(9), pages 1292-1297.
    10. Che Nawi Noorshella & Al Mamun Abdullah & Ahmad Raston Nursalihah, 2015. "Examining the Key Factors Affecting e-Service Quality of Small Online Apparel Businesses in Malaysia," SAGE Open, , vol. 5(2), pages 21582440155, April.
    11. Ulman, M. & Vostrovský, V. & Tyrychtr, J., 2013. "Agricultural E-Government: Design of Quality Evaluation Method Based on ISO SQuaRE quality Model," AGRIS on-line Papers in Economics and Informatics, Czech University of Life Sciences Prague, Faculty of Economics and Management, vol. 5(4), pages 1-12, December.
    12. Su-Young Kwak & Woo-Sung Cho & Gil-Am Seok & Seung-Gyun Yoo, 2020. "Intention to Use Sustainable Green Logistics Platforms," Sustainability, MDPI, vol. 12(8), pages 1-17, April.

    More about this item

    Keywords

    Customer perceptions; technology-based banking; service quality; ANOVA; age and gender;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    NEP fields

    This paper has been announced in the following NEP Reports:

    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:sek:iacpro:1003572. 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: Klara Cermakova (email available below). General contact details of provider: https://iises.net/ .

    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.