Assessing the E-Banking Services Using Service Quality and Customer Planned Behavior

Ikechukwu Amos Aluma; Glory Sotelo  Drequito; Azubuike Lucky Umeh

doi:10.55927/ajma.v4i3.14388

Authors

Ikechukwu Amos Aluma Saint Louis University, Baguio City
Glory Sotelo Drequito Saint Louis University, Baguio City
Azubuike Lucky Umeh Saint Louis University, Baguio City

DOI:

https://doi.org/10.55927/ajma.v4i3.14388

Keywords:

Customer Satisfaction, E-Banking, Service Quality, Subjective Norms, Theory of Planned Behavior

Abstract

This paper investigates the customer satisfaction of e-banking users by employing the SERVQUAL model and the Theory of Planned Behavior (TPB) model, comprehensively analyzing customer perceptions and behaviors. A quantitative method utilizing a descriptive survey research design was employed to collect and analyze the respondents' e-banking level of satisfaction across SERVQUAL dimensions and TPB constructs. The study revealed that e-banking users expressed high customer satisfaction with e-banking services, as measured using the SERVQUAL dimension and TPB constructs. However, network issues and cyber threats emerge as critical problems that e-banking users encounter. The study provides valuable insights for banks to continuously improve their security features, interface design, and real-time assistance to reduce the anxiety users experience while transacting on e-banking platforms.

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References

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