Examining the interplay of internet banking service quality, e-satisfaction, e-word of mouth and e-retention
A post pandemic customer perspective
Bibliographic Data
| ID | 22111663 |
|---|---|
| Authors | Phillip Dangaiso (0000-0002-4495-0601, Chinhoyi University of Technology, corresponding author), Paul Mukucha (0000-0002-6264-6574, Bindura University of Science Education), Forbes Makudza (0000-0003-2559-5576, University of Zimbabwe), Tendai Towo (0009-0006-5899-955X, Bindura University of Science Education), Knowledge Jonasi (0009-0005-3333-9056, Bindura University of Science Education), Divaries Cosmas Jaravaza (0000-0002-8930-1242, Bindura University of Science Education) |
| Year | 2024 |
| Volume | 10 |
| Issue | 1 |
| Publication date | 2024-12-31 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Cogent Social Sciences (JOURNAL) |
| Journal identifiers | ISSN: 2331-1886 • E-ISSN: 2331-1886 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/23311886.2023.2296590 |
| OpenAlex | W4391135981 |
| Language | EN |
| Citations received | 2 |
| References cited | 52 |
Online service quality acts as a lever that service providers use to drive e-customer retention in most affluent economies globally. Given the exponential growth in the adoption of internet banking during the COVID-19 pandemic, the purpose of this study was to evaluate the antecedents of e-customer retention among banks in Zimbabwe post the pandemic. Grounded in the expectancy-disconfirmation theory, the study adopts an explanatory research design and a quantitative research approach. Data was collected using convenience sampling and hand-administered questionnaires. Covariance based Structural Equation Modelling (SEM) in SPSS AMOS examined 261 valid responses. The findings of the study revealed the positive impact of e-banking service quality on e-customer satisfaction and e-word of mouth. E-customer satisfaction also positively influenced e-word of mouth and e-customer retention. The results were also confirmatory of the positive effect of e-customer satisfaction and e-word of mouth on e-customer retention. The paper reveals that although significant e-banking adoption was enforced through COVID-19 regulations, banks were responsive enough to install the requisite e-banking infrastructure. Thus, post pandemic banking experiences have induced confirmation of e-banking service quality and consequentially e-customer satisfaction, e-WOM and e-retention. The study therefore flags the important antecedent role of e-banking service quality to e-customer satisfaction, e-word of mouth and e-customer retention. To promote the e-customer retention in the post COVID-19 era in Zimbabwe, banks need to maximize perceived internet banking service quality
Advertising · Business · Customer retention · Customer satisfaction · Pandemic · Service quality · The Internet · Word of mouth · World Wide Web · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Medicine · Psychology · Technology Adoption and User Behaviour · Marketing
Measuring Service Quality
Structural Equation Models with Unobservable Variables and Measurement Error
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
Service Quality Delivery through Web Sites
E‐satisfaction and e‐loyalty
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
The theory of planned behavior
User Acceptance of Information Technology
Common method biases in behavioral research
Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology
| Unique citing works | 2 |
|---|---|
| Citations per year | 2 |
| Citation span | 2025 - 2025 (1) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 2 |