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All Journal Asian Journal of Management Analytics
Aluma, Ikechukwu Amos
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Decision Sciences, Operations Research & Management

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Journal : Asian Journal of Management Analytics

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Assessing the E-Banking Services Using Service Quality and Customer Planned Behavior Aluma, Ikechukwu Amos; Drequito, Glory Sotelo; Umeh, Azubuike Lucky
Asian Journal of Management Analytics Vol. 4 No. 3 (2025): July 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ajma.v4i3.14388

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.
Co-Authors Drequito, Glory Sotelo Umeh, Azubuike Lucky