Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia

de Jager, Johan W and Wulandari, Nuri and Wannenburg, Elizma (2020) Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia. Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia, 8 (4). pp. 194-293. ISSN 2148-0192

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Abstract

Since the introduction of automatic teller machines, the online banking industry have evolved rapidly in order to stay abreast of today’s digital savvy customers. By keeping up to date with changes in the external environment as well as consumer needs can elevate the competitive advantage of banks. With that in mind, banks need to ensure that the service quality of the online banking services meets the expectations of its customers. The objective of the study is to evaluate and investigate the online banking customers’ perceptions of the service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted among more than 300 respondents from both countries. The results revealed that within the eight dimensions of online banking service quality, each of the countries have different experiences when it comes to “high tech” versus “high touch”. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. By understanding the perceptions of online banking customers in two developing countries can assist financial institutions with the development of new services or technologies that will enhance the online banking experience.

Item Type: Article
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HG Finance
Divisions: Library of Congress Subject Areas > KODEPRODI61101#MagisterManajemen
KODEPRODI61101#MagisterManajemen
Depositing User: Mrs. Nuri Wulandari
Date Deposited: 16 Feb 2021 03:08
Last Modified: 17 Apr 2021 02:28
URI: http://repository.ibs.ac.id/id/eprint/1909

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