questionnaire help - RESEARCH METHOD The approach to...

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RESEARCH METHOD The approach to measure satisfaction in this study is based on multi-attribute measures of satisfaction (Thomson, 1995).The questionnaire used comprises five main sections: general Internet usage (frequency of internet use, internet access), Internet Banking usage (length, frequency of Internet Banking transactions), IB services used and frequency of use, satisfactions with IB web service qualities, and demographics (age, gender, education). The sample came from one of the largest bank in Kuwait. A total of 185 useful questionnaires were entered in the data analysis. Cross tabulations, Multiple Regression and discriminant analyses were the main statistical tools employed. EMPIRICAL RESULTS The sample comprises more male (80%) than female. The majority of the respondents (80%) are in the 25 - 44 years old category. Access to the Internet is mainly at work (60%) or home (35%). Over 76% have been using the Internet for banking purposes for more than two years, and almost half of the respondents use Internet banking daily or at least three times per week. Over 34% of the respondents use more than one Internet bank in addition to other delivery channels: branch (60.5%), phone (75.7%) and ATM (87%). Finally, overall 84.4 percent declared to be satisfied or very satisfied with the online banking services. This is a similar level of satisfaction as in other parts of the world for example in Australia 84% (Kam and Riquelme 2007); in The U.S.A. 77% (Joseph and Stone 2003), and Zineldin (2002) found that customers, in general, were very pleased with online banking in Sweden, particularly with ForeningsSparbanken (FSB). Our results show that despite the level of satisfaction with internet banking, customers are still using multiple channels to conduct their banking transactions. This finding is consistent with other studies by Joseph and Stone (2003), Patricio et al (2003), Kam and Riquelme (2007). This is a challenging aspect for banks that aim at migrating heavy-cost clients to transact via low-cost outlets (e.g. online). Satisfaction may not guarantee that clients will not use other channels.
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questionnaire help - RESEARCH METHOD The approach to...

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