Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality

Feng Li, Hui Lu, Meiqian Hou, Kangle Cui and Mehdi Darbandi

Technology in Society, 2021, vol. 64, issue C

Abstract: The banking industry is rapidly developing to utilize e-banking as an efficient and suitable tool to satisfy customers. Online banking service is the general service suggested by customary banks to provide faster and more reliable services for customers. With fast technology improvement, e-banking has been utilized to absorb subscribers and conduct banking transactions. Still, the major problem with e-banking is satisfying customers who are now using Internet banking. Customer satisfaction is a significant factor in helping banks to keep their competitive advantage. Therefore, the present investigation aims to examine the factors influencing the satisfaction of customer with e-banking services. Four factors that can drive customer satisfaction towards e-banking are cloud services, security, e-learning, and service quality. This study has utilized the structural equation modeling method to evaluate the causal model with the measurement model's validity and reliability. The research model is analyzed based on the data which are collected from the questionnaires using SMART PLS 3.2. The results have shown that cloud services, security, e-learning, and service quality are four significant factors influencing customer satisfaction in using Internet banking services.

Keywords: Cloud services; Security; E-learning; Service quality; Customer satisfaction (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (15)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:teinso:v:64:y:2021:i:c:s0160791x20312902

DOI: 10.1016/j.techsoc.2020.101487

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