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Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia

Author

Listed:
  • Johan W de Jager

    (Tshwane University of Technology, South Africa)

  • Nuri Wulandari

    (Indonesia Banking School, Indonesia)

  • Elizma Wannenburg

    (Tshwane University of Technology, South Africa)

Abstract

Since the introduction of automatic teller machines, the online banking industry have evolved rapidly in order to stay abreast of today’s digital savvy customers. By keeping up to date with changes in the external environment as well as consumer needs can elevate the competitive advantage of banks. With that in mind, banks need to ensure that the service quality of the online banking services meets the expectations of its customers. The objective of the study is to evaluate and investigate the online banking customers’ perceptions of the service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted among more than 300 respondents from both countries. The results revealed that within the eight dimensions of online banking service quality, each of the countries have different experiences when it comes to “high tech” versus “high touch”. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. By understanding the perceptions of online banking customers in two developing countries can assist financial institutions with the development of new services or technologies that will enhance the online banking experience.

Suggested Citation

  • Johan W de Jager & Nuri Wulandari & Elizma Wannenburg, 2020. "Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia," Eurasian Journal of Economics and Finance, Eurasian Publications, vol. 8(4), pages 194-203.
    • Handle: RePEc:ejn:ejefjr:v:8:y:2020:i:4:p:194-203
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    References listed on IDEAS

    as
    1. Alex J. Alexander & Lin Shi & Bensam Solomon, 2017. "How Fintech is Reaching the Poor in Africa and Asia," World Bank Publications - Reports 30360, The World Bank Group.
    2. Vijay M. KUMBHAR, 2011. "Factors Affecting On Customers’ Satisfaction In E-Banking: Some Evidences Form Indian Banks," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(4), pages 1-14, December.
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