High tech vs high touch? ; Cross country analysis of online banking service quality in South Africa and Indonesia / Nuri Wulandari, Johan W de Jager and Elizma Wannenburg

Wulandari, Nuri and de Jager, Johan W and Wannenburg, Elizma (2019) High tech vs high touch? ; Cross country analysis of online banking service quality in South Africa and Indonesia / Nuri Wulandari, Johan W de Jager and Elizma Wannenburg. In: The 6th International Accounting & Business Conference 2019. Secretariat of IABC 2019, 6th . UiTM Cawangan Johor, Segamat Johor, p. 53.

Abstract

Online banking has been an important instrument to keep up with today’s digital savvy customers. Performing the best in this area can elevate the competitive advantage of banks in the industry to a higher position. The study is
initiated by the understanding that it is crucial to ensure that the service quality of online banking matches up the expectation of the banks’ customers. The objectives of the study is to evaluate and investigate the perception of
customers on Online Banking service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted resulting in a total 342 respondents from both countries. The result revealed that each of the countries have different emphasis, one is focusing on being ‘high tech’ and the other excels in their’ high touch’ approach. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. The uniqueness of the study is that the perceptions of banking customers in two developing countries are being compared. The paper concludes with practical implications and suggestions for future research for the banking industry in both countries.

Metadata

Item Type: Book Section
Creators:
Creators
Email / ID Num.
Wulandari, Nuri
UNSPECIFIED
de Jager, Johan W
UNSPECIFIED
Wannenburg, Elizma
UNSPECIFIED
Contributors:
Contribution
Name
Email / ID Num.
Patron
Kassim, Mohd Azraai
UNSPECIFIED
Patron
Joyosumarto, Subarjo
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Customer services. Customer relations
H Social Sciences > HG Finance > Banking
H Social Sciences > HG Finance > Banking > Computer networks. Electronic information resources . Including the Internet
Divisions: Universiti Teknologi MARA, Johor > Segamat Campus
Series Name: Secretariat of IABC 2019
Volume: 6th
Page Range: p. 53
Keywords: Service quality; online banking; service marketing; South Africa; Indonesia; UiTM Cawangan Johor
Date: 2019
URI: https://ir.uitm.edu.my/id/eprint/38307
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38307

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