The adoption of electronic self-service systems (SSTs), using information technology (IT) devices and channels, for the provision of banking services (also known as electronic banking or e-banking) has evolved in the last decade in emerging markets. In Nigeria, for instance, this development is driving the movement towards a cashless economy. These services, however, are fraught with problems ranging from incidents of fraud, empty automated teller machines (ATMs), the inability of the ATMs to dispense cash, and outright service unavailability. Thus, the primary objective of this study is to identify service improvements following current electronic banking service performance measures. Given the dearth of developing country research and appropriate constructs, secondary objectives include the: 1) conceptualisation of e-service using service science principles; 2) description of factors and attributes of electronic banking quality (EBQ) in Nigeria; 3) identification of consumer perceptions of EBQ; 4) proposal of a model of EBQ; and 5) rank and score EBQ performance. A three-step sequential mixed-methods research design is conducted. This consists of a substantial qualitative (QUAL) process that posits EBQ constructs using grounded theory techniques. This is followed by an equally substantial quantitative (QUAN) process that employs survey methods in the formulation of a scale to measure EBQ. The final quantitative (quan) process scores EBQ using survey research methods and intelligent decision system (IDS) analysis. Consumer perception measurements of Nigerian bank customers using the derived dimensions of EBQ - acceptability, accessibility, competence, convenience, reliability, responsiveness, security/privacy, access to support, availability of support, and usability - generated an unimpressive industry performance score of 56%. The thesis concludes that even though Nigerian bank customers are desirous of participating in the cashless economy, issues of cash security and responsiveness are paramount. Service improvement spaces for e-banking operators, centred on rigorous strategic planning initiatives, are identified alongside additional initiatives for bank customers and regulators. In summary, this thesis presents an alternative scale to measure consumer perceptions of EBQ that adds to the existing body of knowledge.
| Identifer | oai:union.ndltd.org:bl.uk/oai:ethos.bl.uk:554149 |
| Date | January 2012 |
| Creators | David-West, Olayinka |
| Contributors | Keeling, Kathleen. ; Xu, Dong-Ling |
| Publisher | University of Manchester |
| Source Sets | Ethos UK |
| Detected Language | English |
| Type | Electronic Thesis or Dissertation |
| Source | https://www.research.manchester.ac.uk/portal/en/theses/an-ids-assessment-of-electronic-banking-performance-in-retail-banking(b2fa0a96-16a1-4c85-98d1-8bb8952919c8).html |
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