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dc.contributor.authorRedda, Ephrem H.
dc.contributor.authorSurujlal, Jhalukpreya
dc.contributor.authorLeendertz, Verona
dc.date.accessioned2018-06-13T08:49:38Z
dc.date.available2018-06-13T08:49:38Z
dc.date.issued2017
dc.identifier.citationRedda, E.H. et al. 2017. Internet banking service quality in South-Africa: a qualitative analysis of consumer perceptions. International Journal of Trade and Global Markets, 10(1):67-74. [http://dx.doi.org/10.1504/IJTGM.2017.10002792]
dc.identifier.issn1742-7541
dc.identifier.issn1742-755X (Online)
dc.identifier.urihttp://dx.doi.org/10.1504/IJTGM.2017.10002792
dc.identifier.urihttp://hdl.handle.net/10394/27491
dc.description.abstractAdvancements in technology-based systems has resulted in banks using service delivery channels such as internet banking and Automated Teller Machines (ATMs) to interact with customers. To ensure a competitive edge in the marketplace banks' knowledge of the determinants of internet banking service quality is essential. The purpose of this study was, therefore, to investigate consumer views and concerns regarding internet banking services in South Africa. A qualitative research approach using a focus group and in-depth interviews were conducted to collect data from South African consumers of internet banking services. The Atlas.ti software was used in the content analysis of the interview transcripts. Four themes, namely internet banking service quality, customer value, customer satisfaction and customer loyalty, were identified as important facets of internet banking services that could improve the overall internet banking service quality at a consumer level.
dc.language.isoen
dc.publisherInderScience
dc.subjectInternet banking
dc.subjectservice quality
dc.subjectcustomer value
dc.subjectcustomer satisfaction
dc.subjectcustomer loyalty
dc.subjectSouth Africa
dc.subjectconsumer perceptions
dc.subjecte-banking
dc.subjectelectronic banking
dc.subjectonline banking
dc.subjectbank services
dc.titleInternet banking service quality in South–Africa: a qualitative analysis of consumer perceptions
dc.typeArticle
dc.contributor.researchID22507922 - Redda, Ephrem Habtemichael


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