The service quality of internet banking in South Africa

Hendricks, Henry Robert (2003-12)

Thesis (MBA)--Stellenbosch University, 2003.

Thesis

ENGLISH ABSTRACT: The internet is widely regarded as a major driving force that is changing the business environment in terms of industry boundaries, competitive forces, and the character of business practices. Electronic commerce on the internet provides businesses and consumers with an alternative choice to conduct their business transactions. In the services research literature the component of electronic commerce that receives the most attention, is the business-to-business component. This study focuses on the business-to-consumer component, with special reference to the service quality of internet banking in South Africa. The literature study investigates extant literature on the internet and electronic commerce, service quality as applied to an internet-based consumer-business interaction, and the current state of the internet banking environment in South Africa. The literature study is supported by statistics on the current internet access, and how this affects the adoption of internet banking in South Africa. Statistics on the current internet banking environment is also presented and discussed. The empirical study focuses on the service quality of internet banking in South Africa. The research instrument is a checklist-based questionnaire and it is applied to the internet sites of the four major banks, namely Amalgamated Banks of South Africa, Standard Bank, Nedbank, and First National Bank. The result of the evaluation yielded data that is useful to determine the qualitative nature of the banks' internet offerings in terms of ease of use, functionality and extra mile service. It also provides a measure of the comparative nature of the internet sites of the banks. Recommendations relating to improved service quality in internet banking are suggested and areas of future research are identified.

AFRIKAANSE OPSOMMING: Die internet word alom beskou as 'n hoof dryfkrag vir die verandering van die besigheidsomgewing in terme van die industrie grense, kompiterende dryfkragte en die aard van die besigheids praktyke. Elektroniese besigheid via die internet verskaf aan besighede en hulle kliente alternatiewe metodes om besigheid-transaksies te beklink. Die komponent van elektroniese besigheid wat tans die meeste navorsings-aandag geniet, is die besigheid-tot-besigheid komponent. Die fokus van hierdie studie is op die besigheid-tot-klient komponent, met spesiale verwysing na die dienste kwaliteit van internet-bankwese in Suid Afrika. Die literatuur studie fokus op huidige literatuur aangaande die internet en elektroniese besigheid, dienste kwaliteit soos toegepas op die internet-gebaseerde klient-besigheid interaksie, en die huidige toestand van die internet bankwese in Suid Afrika. Die literatuur studie word gerugsteen deur statistiek aangaande die huidige internet toegangklikheid, en hoe dit die aansluiting van internet bankwese in Suid Afrika beinvloed. Statistiek wat die huidige internet bankwese in Suid Afrika beskryf word ook aangebied en bespreek. Die empiriese studie fokus op die dienste kwaliteit van internet bankwese in Suid Afrika. Die navorsings instrument was 'n oorsiglys-gebaseerde vraelys wat aangewend was op die internet webtuistes van die vier grootste banke in Suid Afrika, naamlik Amalgamated Banks of South Africa, Standard Bank, Nedbank, and Eerste Nasionale Bank. Die resultaat van die evaluasie het data opgelewer wat nuttig is om die gebruiks vriendelikheid, funksionaliteit, en die kwaliteit van hulle aanvullende internet dienste te bepaal. Dit het ook 'n maatstaf van die kompiterende aard van die banke se internet webtuistes verskaf. Die studie word afgesluit met voorstelle wat kan dien om die dienste kwaliteit van internet bankwese te verbeter en voorstelle vir toekomstige navorsing word aangebied.

Please refer to this item in SUNScholar by using the following persistent URL: http://hdl.handle.net/10019.1/53685
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