Mobile phone banking : a comparative analysis of e-service quality and customer loyalty
- Authors: Chigori, Darlington Tawanda
- Date: 2017
- Subjects: Electronic commerce Customer loyalty Consumer satisfaction
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/${Handle} , 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.
- Full Text:
- Date Issued: 2017
- Authors: Chigori, Darlington Tawanda
- Date: 2017
- Subjects: Electronic commerce Customer loyalty Consumer satisfaction
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/${Handle} , 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.
- Full Text:
- Date Issued: 2017
The influence of social media service quality on client loyalty in the South African banking industry
- Authors: Gavaza, Bramwell Kundishora
- Date: 2017
- Subjects: Banks and banking -- South Africa Social media -- South Africa Customer loyalty -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/12903 , vital:39389
- Description: The advent of the Internet during the past two decades has changed the way in which businesses operate. Social media networks such as Facebook have become an essential communication element for businesses to interact with clients. The impact and growth rates of Facebook and other forms of social media have made it imperative for all businesses to ensure they have social media strategies in place. Following social media business trends, banks across the world have included social media to market their services. Banks are now emphasising the offering of high client service quality in order to retain clients in this highly competitive environment. Thus, South African banks, as is the case with global banks, need to continuously assess the quality of the services offered to their clients in order to sustainably maintain or grow their market share or to fully utilise its commercial opportunities. This study determined the influence of social media service quality on client loyalty in the South African banking industry. The primary objective was to examine the extent to which social media service quality influence client loyalty in the South African banking industry. The study also determined if social media system availability, efficiency, fulfilment, and privacy has influence on the overall service quality of social media in the South African banking industry. In addition, the study examined the relationship between overall service quality and client loyalty intention in the South African banking industry. The study used a quantitative research approach to collect and analyse the data, and a descriptive research design was utilised for the purpose of this study. Data was collected from both primary and secondary sources of data. An online survey was conducted through Survey Monkey, via a Facebook page titled: Social media service quality in the South African banking industry. An online questionnaire was administered via the Facebook page. The study used a sample of 377 respondents who are Facebook users of the five major banks in South Africa. Analysis and interpretation of findings was done using both the descriptive and inferential statistical measures, with the help of Statistical Package for Social Scientists (SPSS) 24 and Lisrel (version 9). The electronic social media service quality (E-S-SERVQUAL) scale which consist of five constructs, namely; social media system availability, efficiency, fulfilment, privacy and overall service quality; and client loyalty intentions were the scales that were adopted for this study. All the scales used in this study were found to be reliable and valid. Findings of the research study proved that social media system availability, fulfilment, and privacy has a significant influence on the overall service quality of social media in the South African banking industry. In addition, findings of the research revealed that social media efficiency does not significantly influence overall service quality of social media in the South African banking industry. Furthermore, findings of the research also proved that the overall service quality of social media positively influences client loyalty intention in the South African banking industry. The study recommended that managers and marketers should constantly evaluate, monitor, and improve the overall service quality of social media offered to their clients, as it leads to a corresponding increase in overall client satisfaction, which in turn leads to client loyalty in the South African banking industry. However, further research studies may be conducted in other developing countries to gain a wider understanding on the influence of social media service quality on client loyalty in the banking industry.
- Full Text:
- Date Issued: 2017
- Authors: Gavaza, Bramwell Kundishora
- Date: 2017
- Subjects: Banks and banking -- South Africa Social media -- South Africa Customer loyalty -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/12903 , vital:39389
- Description: The advent of the Internet during the past two decades has changed the way in which businesses operate. Social media networks such as Facebook have become an essential communication element for businesses to interact with clients. The impact and growth rates of Facebook and other forms of social media have made it imperative for all businesses to ensure they have social media strategies in place. Following social media business trends, banks across the world have included social media to market their services. Banks are now emphasising the offering of high client service quality in order to retain clients in this highly competitive environment. Thus, South African banks, as is the case with global banks, need to continuously assess the quality of the services offered to their clients in order to sustainably maintain or grow their market share or to fully utilise its commercial opportunities. This study determined the influence of social media service quality on client loyalty in the South African banking industry. The primary objective was to examine the extent to which social media service quality influence client loyalty in the South African banking industry. The study also determined if social media system availability, efficiency, fulfilment, and privacy has influence on the overall service quality of social media in the South African banking industry. In addition, the study examined the relationship between overall service quality and client loyalty intention in the South African banking industry. The study used a quantitative research approach to collect and analyse the data, and a descriptive research design was utilised for the purpose of this study. Data was collected from both primary and secondary sources of data. An online survey was conducted through Survey Monkey, via a Facebook page titled: Social media service quality in the South African banking industry. An online questionnaire was administered via the Facebook page. The study used a sample of 377 respondents who are Facebook users of the five major banks in South Africa. Analysis and interpretation of findings was done using both the descriptive and inferential statistical measures, with the help of Statistical Package for Social Scientists (SPSS) 24 and Lisrel (version 9). The electronic social media service quality (E-S-SERVQUAL) scale which consist of five constructs, namely; social media system availability, efficiency, fulfilment, privacy and overall service quality; and client loyalty intentions were the scales that were adopted for this study. All the scales used in this study were found to be reliable and valid. Findings of the research study proved that social media system availability, fulfilment, and privacy has a significant influence on the overall service quality of social media in the South African banking industry. In addition, findings of the research revealed that social media efficiency does not significantly influence overall service quality of social media in the South African banking industry. Furthermore, findings of the research also proved that the overall service quality of social media positively influences client loyalty intention in the South African banking industry. The study recommended that managers and marketers should constantly evaluate, monitor, and improve the overall service quality of social media offered to their clients, as it leads to a corresponding increase in overall client satisfaction, which in turn leads to client loyalty in the South African banking industry. However, further research studies may be conducted in other developing countries to gain a wider understanding on the influence of social media service quality on client loyalty in the banking industry.
- Full Text:
- Date Issued: 2017
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