Internet Banking Customer Satisfaction and Online Service Attributes

Internet Banking Customer Satisfaction and Online Service Attributes

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Journal of Internet Banking and Commerce An open access Internet journal (http://www.arraydev.com/commerce/jibc/ ) Journal of Internet Banking and Commerce, August 2009, vol. 14, no.2 ( http://www.arraydev.com/commerce/jibc/ ) Internet Banking Customer Satisfaction and Online Service Attributes Hernan E. Riquelme, PhD Professor Kuwait Maastricht Business School Kazima Street, Block 3, Dasma Area, Kuwait Author's Personal/Organizational Website: Email: www.kmbs.edu.kw Hernan@kmbs.edu.kw Prof. Riquelme is the Head of Academic Affairs. His areas of interest are e-business, entrepreneurship and strategy. Khalid A. Mekkaoui (MBA) Systems Manager, Electronic Delivery Channels Unit, Kuwait Finance House P.O. Box 24989 Safat, 13110 Kuwait Author's Personal/Organizational Website: Email: www.kfh.com.kw Mr Mekkaoui is a computer science major and has extensive working experience with on-line delivery in several countries in the world. One of his main interests in to investigate if adding services create more business. khalidm@kfh.com Rosa E. Rios, PhD Senior Lecturer in Marketing, Australian College of Kuwait. P.O. Box 1411 Safat, 13015 Kuwait Author's Personal/Organizational Website: Email: www.ack.edu.kw Dr. Rios is in the Faculty of Business, Australian College of Kuwait in Kuwait. Her current research interests are on impact of the Internet on Marketing, brand equity, and the use of cell phone while driving. r.rios@ ack.edu.kw
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JIBC August 2009, Vol. 14, No. 2 - 2 - Abstract The purpose of the study was to (a) identify which customer service and online attributes predict overall satisfaction, (b) to determine if satisfied customers use more online banking features than less satisfied customers and (c) to identify characteristics of less satisfied customers. The sample was drawn from one of the main banks in Kuwait, the Middle East. Multiple regression and discriminant analyses were used to analyze the data. The findings suggest that satisfaction can be generated through improving courtesy, content, timeliness and product and services offered. The latter being the most important factor in driving internet banking satisfaction. The findings suggest that the majority of the customers in the sample are satisfied or very satisfied with the service and online systems attributes. The investigation does not support previous findings that more satisfied customers tend to use more product and services or that using internet banking for a longer period is associated with higher levels of satisfaction. It appears that companies that offer a wide product portfolio and relevant website content accompanied by prompt and courteous response create satisfaction online. Keywords: banking; information and communication technology (ICT); customer satisfaction, internet banking, online banking INTRODUCTION Customer satisfaction has been a focus of attention of managers worldwide for several years and in various sectors (e-government, retailing, health services, telecommunications, etc (Welch et al., 2005, Terblanche, 2006, Perreault et al., 2006,
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Internet Banking Customer Satisfaction and Online Service Attributes

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