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Evidence On E-Banking Quality In The China Commercial Bank Sector

Author

Listed:
  • Zhengwei Ma
  • Luying Ma
  • Jinkun Zhao

Abstract

In the global bank sector, cost savings potential and speed of information transmission are reason to rapidly develop E-banking. In China, there are 130 commercial banks, most of which supply E-banking service to their customers. This paper analyzes factors that influence E-banking quality in the commercial bank sector in China. The results will help financial organizations formulate appropriate marketing strategies for E-banking, and commercial banks to increase customer satisfaction. Based on the literature review, a research model was developed. Eleven factors were selected from nine areas to gain a better understanding of E-banking service quality. Multiple regression was used to analyze the data. This result shows that Security, Reputation and Customer Service are the major factors affecting the adoption of E-banking services in China. Furthermore, the results show that 20% of sample respondents have already adopted E-banking services is encouraging and suggests a bright future for virtual-banking in China.

Suggested Citation

  • Zhengwei Ma & Luying Ma & Jinkun Zhao, 2011. "Evidence On E-Banking Quality In The China Commercial Bank Sector," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 5(2), pages 73-83.
    • Handle: RePEc:ibf:gjbres:v:5:y:2011:i:2:p:73-83
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    More about this item

    Keywords

    Commercial bank; E-banking quality; China; Dimensions;
    All these keywords.

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services

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