An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study

Shao, Jinyi; Rod, Michel; Ashill, Nicholas J.; Carruthers, Janet

Abstract

Purpose - The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context. Design/methodology/approach - Internet banking service customers of a national bank in New Zealand completed a self-administered questionnaire. Data obtained from the customers were analysed using the SEM-based partial least squares (PLS) methodology. Findings - The results show significant relationships among online customer service quality, online information system quality, banking service product quality, overall internet banking service quality and customer satisfaction. Originality/value - Little attention has been given in the literature to understanding the service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. By expanding previous research in internet banking service quality, this paper empirically examines the relationships between three service quality dimensions, overall internet banking service quality and customer satisfaction. © Emerald Group Publishing Limited.

• Journal Article Type: Article
• Publication Date: Feb 17, 2009
• Journal: Marketing Intelligence and Planning
• Print ISSN: 0263-4503
• Publisher: Emerald
• Peer Reviewed: Peer Reviewed
• Volume: 27
• Issue: 1
• Pages: 103-126
• DOI: https://doi.org/10.1108/02634500910928344
• Keywords: banking, customer satisfaction, customer services quality, internet, New Zealand, online operations
• Public URL: https://uwe-repository.worktribe.com/output/1005512
• Publisher URL: http://dx.doi.org/10.1108/02634500910928344