Effect of internet banking service quality on customer satisfaction: evidence from Ghanaian banking industry

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.