Relationship between e-banking service quality based on the e-SERVQUAL model and customer satisfaction: a study in a Peruvian bank

  • Received August 5, 2022;
    Accepted December 16, 2022;
    Published December 23, 2022
  • Author(s)
  • DOI
  • Article Info
    Volume 17 2022, Issue #4, pp. 180-188
  • Cited by
    5 articles

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This work is licensed under a Creative Commons Attribution 4.0 International License

The modernization of banking is a challenge brought about by significant technological advances in information technology. This situation should be followed by high-quality products, prompt service, and the use of digital tools to assist consumers in their financial operations. The purpose of this study is to ascertain the connection between customer satisfaction in the Peruvian financial industry and service quality in electronic banking. A questionnaire with 24 items was given to 346 participants as part of a quantitative, correlational, cross-sectional, and non-experimental methodology. Data were processed using the SPSS program and descriptive and correlational statistics (Spearman’s coefficient). The results indicate that 45.1% of respondents do not think digital banking is simple to use, 60.1% disagree with accessibility, and 63.9% do not think the website’s organization is attractive. Nevertheless, these findings can be used to inform changes that will benefit users and serve as a warning for institutions to make better decisions. The hypothesis test indicates that there is a positive and significant correlation between the e-banking service quality variables and customer satisfaction, leading to the conclusion that the majority of customers are not satisfied with the e-banking service of the financial institution under study.

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    • Table 1. Reliability of the research instrument
    • Table 2. Demographic analysis
    • Table 3. Descriptive analysis of variables
    • Table 4. Kolmogorov-Smirnov parametric statistics test
    • Table 5. Correlation coefficient and significance level between e-banking service quality variables and customer satisfaction
    • Table 6. Correlation coefficient using Spearman’s Rho on e-banking service quality dimensions and customer satisfaction
    • Conceptualization
      Gissell Balbin-Romero, Edwin Carrera-Mija
    • Formal Analysis
      Gissell Balbin-Romero, Arthur Serrato-Cherres
    • Methodology
      Gissell Balbin-Romero, Franklin Cordova-Buiza
    • Resources
      Gissell Balbin-Romero
    • Writing – review & editing
      Gissell Balbin-Romero, Edwin Carrera-Mija, Franklin Cordova-Buiza
    • Investigation
      Edwin Carrera-Mija, Arthur Serrato-Cherres, Franklin Cordova-Buiza
    • Project administration
      Edwin Carrera-Mija
    • Validation
      Edwin Carrera-Mija
    • Software
      Arthur Serrato-Cherres
    • Visualization
      Arthur Serrato-Cherres
    • Data curation
      Franklin Cordova-Buiza
    • Supervision
      Franklin Cordova-Buiza
    • Writing – original draft
      Franklin Cordova-Buiza