Internet-banking in Singapore : effects of service quality dimensions on customer satisfaction

• Main Authors: Feng, Amanda Jiamei, Chai, Han Yuan, Chan, Clarence Hong Wei
• Other Authors: Wu Yuan
• Format: Final Year Project
• Language: English
• Published: 2012
• Subjects: DRNTU::Business::Finance::Electronic banking
• Online Access: http://hdl.handle.net/10356/48349
• Institution: Nanyang Technological University

The objective of this study is to investigate the relationship between service quality factors and overall customer satisfaction in the Singapore internet banking industry. This study seeks to provide an insight into the factors that contribute to customer satisfaction for internet banking and to serve as a reference for banks to improve customer satisfaction with their internet banking services. With the increased use of internet banking services among Singapore internet users, banks are becoming increasingly competitive in order to attract and retain their share of the Singapore internet banking market. As such, the relationship between customer satisfaction and various service quality factors are examined in this study based on the respondents’ experiences with their internet banking services. Data from a sample of 298 internet banking users in Singapore were collected using self-administrated surveys over different bank branches from four geographical regions of Singapore. The results revealed that seven service quality factors (Fulfillment, Empathy, Security, Perceived Ease of Use, Information Fit-to-Task, Competence and Reliability) have significant bearings on overall customer satisfaction with the internet banking services provided. Additional demographic tests revealed that significant differences exist between demographic groups in how they perceive their primary banks performed in the service quality factors of Fulfillment, Empathy, Security and Perceived Ease of Use. As such, banks may wish to improve upon their service quality in these areas as to improve customer satisfaction with their internet banking services.