- Title
- Mobile phone banking : a comparative analysis of e-service quality and customer loyalty
- Creator
- Chigori, Darlington Tawanda
- Subject
- Electronic commerce Customer loyalty Consumer satisfaction
- Date
- 2017
- Type
- Thesis
- Type
- Masters
- Type
- MCom
- Identifier
- http://hdl.handle.net/${Handle}
- Identifier
- vital:39077
- Description
- Mobile phone banking optimisation around the world is becoming more significant. Banks are investing heavily to improve service quality of both mobile phone banking applications and Unstructured Supplementary Service Data (USSD) banking in a bid to retain existing customers and win new ones. The majority of studies focusing on mobile phone banking have related to adoption and the validation of theories and factors affecting mobile phone banking. This study focused on contrasting the two categories of mobile phone banking, specifically mobile banking applications and USSD banking. This comparison is drawn in terms of e-service quality of these modes of banking and their resultant effects on customer loyalty. To validate and determine the nature of the relationships in the proposed model, the study examined e-service quality in terms of efficiency, fulfilment, privacy and systems availability as well as the overall influence of service quality on customer loyalty with respect to the two types of mobile banking. The positivistic paradigm was employed and thus, due to the scope of data and nature of the study, the quantitative approach was considered as the most appropriate approach. Previously used reliable and valid scales were adapted through a self-administered survey questionnaire. The results from a total number of 218 students at the University of Fort Hare (UFH) were analysed through Pearson correlation analysis, multiple regression analysis and Smart Partial Least Squares structural equation models (PLS-SEM). Based on the findings, various recommendations and implications were suggested to banks, practitioners and academics. The findings indicated that fulfilment, privacy and efficiency were all significantly related to overall service quality and customer loyalty. Systems availability was not significantly related to overall service quality and customer loyalty. The findings showed that privacy, fulfilment and efficiency are critical to both mobile banking applications (MB App) and USSD/cellphone banking.
- Format
- 153 leaves
- Format
- Publisher
- University name of Fort Hare
- Publisher
- Faculty of Management and Commerce
- Language
- English
- Rights
- University of Fort Hare
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Collections
UFH Department of Business Management
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | DT Chigori MCom Dissertation 14 August 2017.pdf | 1 MB | Adobe Acrobat PDF | View Details Download |