Abstract:
The paper examines the influence of Internet Banking Service Quality (IBSQ) on
Customer Satisfaction (CS) in the Ghanaian banking industry. The study was a cross-sectional
survey that employed the use self-administered questionnaire to collect data from a sample of
200 respondents through personal contact. Through Structural Equation Modelling approach,
the findings indicatethat,of the five IBSQ dimensions, web designfactors
havesignificantlypositive influence on CS, explaining about 79.6% of CS with IBSQ. In spite of
the limitations of the study, the findings offer important theoretical and managerial implications.
The paper contributes to the literature in area of e-Service quality and customer satisfaction in
electronic banking.
Index Terms—banking industry, Customer satisfaction, Ghana, e-service quality, internet
banking, internet banking quality, service quality.
