E-Banking Functionality as a Measure of Customer Satisfaction
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F15%3A43873133" target="_blank" >RIV/70883521:28120/15:43873133 - isvavai.cz</a>
Result on the web
<a href="http://www.mcser.org/journal/index.php/mjss/article/view/7923" target="_blank" >http://www.mcser.org/journal/index.php/mjss/article/view/7923</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.5901/mjss.2015.v6n6p133" target="_blank" >10.5901/mjss.2015.v6n6p133</a>
Alternative languages
Result language
angličtina
Original language name
E-Banking Functionality as a Measure of Customer Satisfaction
Original language description
Globally, 1 in 4 people use electronic banking (e-banking) functionality. This indicates how the service has become the commonly used channel in the banking sector and has therefore, replaced the traditional channel for most banking services. People haveembraced this functionality and its usage has become more popular in measuring customer satisfaction. Banks have also benefitted from e-banking through creation of memorable customer experiences for their clients thus retaining them. The aim of this paper is to investigate the satisfaction of Czech and Kenyan bank customers with emphasis on the usage of e-banking. The results from the questionnaires were administered to 323 respondents from the Czech Republic and 403 respondents from Kenya. SPSS 22.0 has been used to analyze the results. The overall levels of satisfaction are different. Majority of users of e-banking have university education. Both satisfaction and dissatisfaction by e-banking is determined by some demographic factors.
Czech name
—
Czech description
—
Classification
Type
J<sub>x</sub> - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)
CEP classification
AE - Management, administration and clerical work
OECD FORD branch
—
Result continuities
Project
—
Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2015
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Mediterranean Journal of Social Sciences
ISSN
2039-9340
e-ISSN
—
Volume of the periodical
6
Issue of the periodical within the volume
6
Country of publishing house
IT - ITALY
Number of pages
8
Pages from-to
133-140
UT code for WoS article
—
EID of the result in the Scopus database
—