Influence of Demographic and Behavioral Characteristics on Customers' Perceptions of Banking E-service Quality

International Journal of Economics and Management Studies

© 2022 by SSRG - IJEMS Journal

Volume 9 Issue 11

Year of Publication : 2022

Authors : Jyoti, Subodh Kesharwani

10.14445/23939125/IJEMS-V9I11P103

How to Cite?

Jyoti, Subodh Kesharwani, "Influence of Demographic and Behavioral Characteristics on Customers' Perceptions of Banking E-service Quality," SSRG International Journal of Economics and Management Studies, vol. 9,  no. 11, pp. 17-26, 2022. Crossref, https://doi.org/10.14445/23939125/IJEMS-V9I11P103

Abstract:

The study provides an enhanced understanding of the customer's perceptions of banking E-service quality by considering their demographic and behavioral characteristics in the context of the Indian banking Industry. Customers' overall perceptions of banking E-service quality are measured by the eight most critical dimensions, reliability, efficiency, responsiveness, ease of use, security, visual appeals, credibility, and personalization are identified with the help of an existing literature review. The study has followed a descriptive approach and quantitative research methods. Primary data is collected with the help of an online and offline questionnaire by employing the purposive sampling method from the customers of the major public and private sector banks of Delhi/NCR. A total of 400 usable responses are received and further undertaken for the analysis. Data is analyzed using an independent sample t-test and one-way ANOVA using SPSS 26 version. The study's findings revealed that customer behavioural characteristics, rather than demographic characteristics, have a greater influence on customers' perceptions of banking E-service quality.

Keywords:

Customers perceptions, Demographic characteristics, Behavioral characteristics, E-service quality, Banking industry.

References:

[1] Al-jazzazi. A and Sultan. P, “Demographic Differences in Jordanian Bank Service Quality Perceptions,” International Journal of Bank Marketing, vol.35, no.2, pp.275–297, 2017. Crossref, https://doi.org/10.1108/IJBM-07-2016-0091
[2] Ali A Abou Ali, "Customers Acceptance of Internet Banking: an Empirical Study in Lebanon", The International Journal of Management, vol.5, no.2, pp.8-31, 2016.
[3] Vivek Agrawal; Vikas Tripathi and Anand Mohan Agrawal, "Exploring key dimensions of e-service quality: A case of Indian banking industry," International Journal of Services and Operations Management, vol. 29, no. 2, pp.252-272, 2018. Crossref, https://doi.org/10.1504/IJSOM.2018.089256
[4] Ahmad, S., Hussain, F. Z., Naheed, K., and Shahid, M. S, "An Empirical Investigation of E-Banking Service Quality Customer Trust and Customer Loyalty of Pakistani Banks," Sustainable Business and Society in Emerging Economies, vol.3, no.3, pp.319- 326, 2021. Crossref, https://doi.org/10.26710/sbsee.v3i3.1942
[5] Camilleri, S. J., Cortis, J. and Fenech, M. D, "Service Quality and Internet Banking: Perceptions of Maltese Retail Bank Customers," Bank of Valletta Review, vol.48, pp.1-17, 2014.
[6] Chawla D. and Sondhi N, "Research Methodology Concepts and Cases" Vikas Publishing House Pvt Ltd, 2016.
[7] Olga Einasto, "E-Service Quality Criteria in University Library: a Focus Group Study," Procedia - Social and Behavioral Sciences, vol.147, pp.561–566, 2014. Crossref, https://doi.org/10.1016/j.sbspro.2014.07.163
[8] Glara, K. T. and Franco, C. E., "A Comparative Study on Satisfaction of Customers of Public Sector and Private Sector Banks Towards E-Banking in Tirunelveli District," International Journal of Research -Granthaalayah, vol.5, no. 5, pp.53–62, 2017. Crossref, https://doi.org/10.29121/granthaalayah.v5.i5(SE).2017.1967
[9] Gupta, K. K. and Bansal, I., "Effect of Demographic Variables on Customer Perceived Internet Banking Service Quality: Empirical Evidence From India," Paradigm, vol.15, no.1-2, pp.83-92, 2011. Crossref, https://doi.org/10.1177/0971890720110112
[10] Hahn, S. E. Sparks, B., Wilkins, H., and Jin, X, "E-Service Quality Management of a Hotel Website: a Scale and Implications for Management," Journal of Hospitality Marketing & Management, vol.26, no.7, pp.694–716, 2017. Crossref, https://doi.org/10.1080/19368623.2017.1309612
[11] Kaur. B, Kaur. J, Pandey S. K and Joshi. S, "E-Service Quality: Development and Validation of the Scale," Global Business Review, 2020. Crossref, https://doi.org/10.1177/0972150920920452
[12] Kaur. M and Sharma. N, "Electronic Service Quality and Customer Satisfaction: a Study of Customer Loyalty with Special Reference to Tourism Industry," Amity Business Review, vol.16, no.2, pp.100-114, 2015.
[13] Khan. A, Zubair, D. S. S, Khurram. S and Khan. M. A, "Service quality dimensions and customer satisfaction in online shopping: a customer's perspective, Journal of Applied Economics and Business Studies, vol.4, no.1, pp.53-76, 2020. Crossref, https://doi.org/10.34260/jaebs.413
[14] Kothari C. R., "Research methodology methods and techniques", New Age International (P) Limited, Publishers, 2004.
[15] Lal. J, Vij. M and Jain. S, "Do Demographics Influence Customer Service Quality Perceptions? a Comparative Study of Indian and Foreign Banks," Journal of Services Research, vol.14, no.2, pp.75-105, 2014.
[16] Li. Y, "A Study on E-Service Quality Dimensions for Online Travel Agencies," MATEC Web of Conferences, vol. 228, pp.1-5, 2018. Crossref, https://doi.org/10.1051/matecconf/201822805011
[17] Malviya. S, "Exploring Mobile Banking Service Quality Dimensions for Public and Private Sector Banks in Indore District of Madhya Pradesh," International Journal of Advance Research in Computer Science and Management Studies, vol.3, no.1, pp.243- 252, 2015.
[18] Mansour, Ilham & Eljelly, Abuzar, Abdalla and Abdelgadir, "Consumers' Attitude Towards E-Banking Services in Islamic Banks: the Case of Sudan" Review of International Business and Strategy, vol.26, no.2, pp.244–260, 2016. Crossref, https://doi.org/10.1108/RIBS-02-2014-0024
[19] Mujinga. M, "Online Banking Service Quality: a South African Es-Qual Analysis," Conference on e-Business, e-Services and e-Society. pp.228-238, 2020. Crossref, https://doi.org/10.1007/978-3-030-44999-5_19
[20] Muzakir, M., Bachri. S, Adam. R. P, and Wahyuningsih. W, "The Analysis of Forming Dimensions of E-Service Quality for Online Travel Services," International Journal of Data and Network Science, vol.5, no.3, pp.239–244, 2021. Crossref, http://dx.doi.org/10.5267/j.ijdns.2021.6.010
[21] Noorshella. C. N, Abdullah. A. M, and Nursalihah. A. R, "Examining the Key Factors Affecting E-Service Quality of Small Online Apparel Businesses in Malaysia," SAGE Open, vol.5, no. 2, pp.1-10, 2015. Crossref, https://doi.org/10.1177/2158244015576550
[22] Paposa. S. S and Ukinkar. D. V. G, "A Conceptual Review of Service Quality and its Competitive Advantage in Indian Service Sector," International Journal Of Research Culture Society, vol.3, no.9, pp.37-40, 2019. Crossref, https://doi.org/10.2017/IJRCS.2456.6683/201909008
[23] Pillai. S. S. U. K and Balaji. M. S, "Core Service Quality in E-Banking in Madurai City- a Comparative Study Among Private Sector and Public Sector Banks," Shanlax International Journal of Management, vol.7, no.2, pp.77–83, 2019. Crossref, https://doi.org/10.34293/management.v7i2.761 
[24] Qureshi. M. N. Z and Bhatt. J, "An Assessment Of Service Quality, Customer Satisfaction and Customer Loyalty in Life Insurance Corporation Of India with Special Reference to Srinagar District of Jammu and Kashmir," Pacific Business Review International, vol.7, no.12, pp.60-70, 2015.
[25] Raman, M., "Information Technology in Malaysia: E-Service Quality and Uptake of Internet Banking," Journal of Internet Banking and Commerce, vol.13, pp.1-18, 2008.
[26] Ephrem H. Redda, Jhalukpreya Surujlal and Verona Leendertz, "Internet Banking Service Quality in South Africa: a Qualitative Analysis of Consumer Perceptions," International Journal of Trade and Global Markets, vol.10, no.1, pp.67-74, 2017. Crossref, https://doi.org/10.1504/IJTGM.2017.082373
[27] Rezapour. M and M. H. Peykani, "Compare Customer Satisfaction with the Quality of E-Banking Services Among State, Private and Altered Banks in Isfahan," International Review of Management and Marketing, vol.7, no.2, pp.237-243, 2017.
[28] Rita. P, Oliveira. T and Farisa. A, "The Impact of E-Service Quality and Customer Satisfaction on Customer Behavior in Online Shopping," Heliyon, vol.5, no.10, pp. e02690, 2019. Crossref, https://doi.org/10.1016/j.heliyon.2019.e02690
[29] Rao. K. R. M and Rao. P. S, "Consumers' Perception on Service Quality of Public Sector Banks," International Journal of Innovative Research in Technology, vol.5, no.4, pp.10-17, 2018.
[30] Salome. I. O, Ayotunde. O. A and Samuel. O. O, "From Service Quality to E-Service Quality: Measurement, Dimensions and Model," Journal of Management Information and Decision Sciences, vol.25, no.1, pp.1-15, 2022.
[31] Jessica Santos, "E‐Service Quality: a Model of Virtual Service Quality Dimensions," Managing Service Quality: An International Journal, vol.13, no. 3, pp.233-246, 2003. Crossref, https://doi.org/10.1108/09604520310476490
[32] Sardana. S and Bajpai. V. N, "E-Banking Service Quality and Customer Satisfaction: an Exploratory Study On India," International Journal of Services and Operation Management, vol.35, no.2, pp.223-247, 2020. Crossref, https://doi.org/10.1504/IJSOM.2020.105272
[33] Shanmugam. M, Wang. Y. Y, Bugshan. H and Hajli. N, "Understanding Customer Perceptions of Internet Banking: the Case of the UK," Journal of Enterprise Information Management, vol.28, no.5, pp.622-636, 2015. Crossref, https://doi.org/10.1108/JEIM-08-2014-0081
[34] Shayganmehr. M and Montazer. G. A, "An Extended Model for Assessing E-Services of Iranian Universities Websites Using Mixed MCDM Method," Education and Information Technologies, vol. 25, no.5, pp.3723–3757, 2020. Crossref, https://doi.org/10.1007/s10639-020-10139-x
[35] Singh. S, "Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India," Theoretical Economics Letters, vol.9, no.2, pp.308–326, 2019. Crossref, https://doi.org/10.4236/tel.2019.92023
[36] Trang. N. M, "The Influence of Personal Characteristics on Customers' Perception of E-Banking Service Quality and Cost-Effectiveness in Vietnam," Open Journal of Social Sciences, vol.10, pp.377-391, 2022. Crossref, https://doi.org/10.4236/jss.2022.101029
[37] Veloso. C. M, Magueta. D, Sousa. B. B and Carvalho. J. L, "The Role of E-Service Quality in Online Customer Loyalty in Retail Industry," Journal Education Excellence and Innovation Management, pp.8902-8914, 2020.