Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia

Johan W de Jager (), Nuri Wulandari () and Elizma Wannenburg ()
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Johan W de Jager: Tshwane University of Technology, South Africa
Nuri Wulandari: Indonesia Banking School, Indonesia
Elizma Wannenburg: Tshwane University of Technology, South Africa

Eurasian Journal of Economics and Finance, 2020, vol. 8, issue 4, 194-203

Abstract: Since the introduction of automatic teller machines, the online banking industry have evolved rapidly in order to stay abreast of today’s digital savvy customers. By keeping up to date with changes in the external environment as well as consumer needs can elevate the competitive advantage of banks. With that in mind, banks need to ensure that the service quality of the online banking services meets the expectations of its customers. The objective of the study is to evaluate and investigate the online banking customers’ perceptions of the service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted among more than 300 respondents from both countries. The results revealed that within the eight dimensions of online banking service quality, each of the countries have different experiences when it comes to “high tech” versus “high touch”. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. By understanding the perceptions of online banking customers in two developing countries can assist financial institutions with the development of new services or technologies that will enhance the online banking experience.

Keywords: Service Quality; Online Banking; Service Marketing; South Africa; Indonesia (search for similar items in EconPapers)
Date: 2020
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