Evaluación del impacto de la banca electrónica en la satisfacción del cliente: Una revisión sistemática exhaustiva
DOI:
https://doi.org/10.15649/2346030X.3375Palabras clave:
satisfacción del cliente, fidelidad del cliente, banca electrónica, banca por Internet, calidad de los serviciosResumen
El objetivo del estudio es presentar una revisión bibliográfica sistemática basada en investigaciones científicas sobre el impacto de la banca electrónica en la satisfacción del cliente. La banca electrónica ofrece una plataforma digital para satisfacer las necesidades bancarias básicas y complejas a través de dispositivos digitales. El estudio arroja luz sobre el impacto de la banca electrónica en la satisfacción del cliente. La satisfacción del cliente está ampliamente reconocida como un indicador importante del uso continuado y la eficacia en sistemas de información como la banca electrónica. A lo largo de la literatura, se han aceptado varios factores/dimensiones como los principales contribuyentes al Impacto y la influencia de la satisfacción del cliente a través de la banca electrónica. El presente estudio ha revisado 47 artículos de diferentes revistas de calidad para marcar los hallazgos mediante el acceso a la base de datos Scopus de 8 años recientes. Los resultados de los hallazgos bibliográficos sugieren una consideración bidireccional del impacto de los servicios de banca electrónica en la satisfacción del cliente, la calidad de los servicios, la fiabilidad, la eficiencia, la capacidad de respuesta, la seguridad y la privacidad, la facilidad de uso, el rendimiento, etc., como dimensiones principales y, además, el estudio evaluó la consideración de la facilidad de uso y la comodidad en la misma fila para definir el impacto en la satisfacción del cliente.
Referencias
R. F. Malaquias and Y. Hwang, “An empirical study on trust in mobile banking: A developing country perspective,” Comput. Hum. Behav., vol. 54, pp. 453-461. https:, 2016. doi:10.1016/j.chb.2015.08.039.
G. Baptista and T. Oliveira, “A weight and a meta-analysis on mobile banking acceptance research,” Comput. Hum. Behav., vol. 63, pp. 480-489, 2016. doi:10.1016/j.chb.2016.05.074.
C. H. Sampaio et al., “Apps for mobile banking and customer satisfaction: A cross-cultural study,” Int. J. Bank Mark., vol. 35, no. 7, pp. 1133-1153, 2017. doi:10.1108/IJBM-09-2015-0146.
A. M. Baabdullah et al., “Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model,” Int. J. Inf. Manag., vol. 44, pp. 38-52, 2019. doi:10.1016/j.ijinfomgt.2018.09.002.
S. Al-Otaibi et al., “The satisfaction of Saudi customers toward mobile banking in Saudi Arabia and the United Kingdom,” J. Glob. Inf. Manag., vol. 26, no. 1, pp. 85-103, 2018. doi:10.4018/JGIM.2018010105.
C. Tam and T. Oliveira, “Understanding the Impact of m-banking on individual performance: DeLone & McLean and TTF perspective,” Comput. Hum. Behav., vol. 61, pp. 233-244, 2016b. doi:10.1016/j.chb.2016.03.016.
C. Brophy et al., “Aging and everyday technology”. IASDR 2015 congress, November 2-5, Brisbane, Austria, 2015.
A. Azadegan and J. Teich, “Effective benchmarking of innovation adoptions: A theoretical framework for e-procurement technologies,” Benchmarking Int. J., vol. 17, no. 4, pp. 472-490, 2010. doi:10.1108/14635771011060558.
S. Park and Y. Huang, “Motivators and inhibitors in booking a hotel via smartphones,” Int. J. Contemp. Hosp. Manag., vol. 29, no. 1, pp. 161-178, 2017. doi:10.1108/IJCHM-03-2015-0103.
A. Barboza et al., “Empirical study on customer satisfaction in public sector and private sector banks in India,” Asian J. Manag. Sci. Educ., vol. 5, no. 1, pp. 18-26, 2016.
A. R. Ghotbabadi et al., “Service Quality measurements: A review,” Int. J. Acad. Res. Bus. Soc. Sci., vol. 5, no. 2, pp. 267-286, 2015. doi:10.6007/IJARBSS/v5-i2/1484.
İ. Akhisar et al., “The effects of innovations on bank performance: The case of electronic banking services,” Procedia Soc. Behav. Sci., vol. 195, pp. 369-375, 2015. doi:10.1016/j.sbspro.2015.06.336.
S. Yang et al., “Does electronic banking really improve bank performance? Evidence in China,” Int. J. Econ. Fin., vol. 10, no. 2, pp. 82-94, 2018. doi:10.5539/ijef.v10n2p82.
J. Hammoud et al., “The Impact of e-banking Service Quality on Customer Satisfaction: Evidence from the Lebanese Banking Sector,” SAGE Open, vol. 8, no. 3, 2018. doi:10.1177/2158244018790633.
G. Zouari and M. Abdelhedi, “Customer satisfaction in the digital era: Evidence from Islamic banking,” J. Innov. Entrep., vol. 10, no. 1, pp. 1-18, 2021.
A. Shankar and C. Jebarajakirthy, “The influence of e-banking service quality on customer loyalty: A moderated mediation approach,” Int. J. Bank Mark., vol. 37, no. 5, 1119-1142, 2019. doi:10.1108/IJBM-03-2018-0063.
F. Liébana-Cabanillas et al., “The determinants of satisfaction with e-banking,” Ind. Manag. Data Syst., vol. 113, no. 5, 750-767, 2013. doi:10.1108/02635571311324188.
A. Hoseini and S. K. Dangoliani, “Investigating the effect of electronic banking services quality on customer satisfaction,” J. Int. Econ. Bus., vol. 1, pp. 37-42, 2015.
M. Zafar et al., “Impact of online service quality on customer satisfaction in the banking sector of Pakistan,” Afr. J. Bus. Manag., vol. 5, no. 30, pp. 11786-11793, 2011.
G. A. Tiruneh, “Measuring the service quality of Amhara credit and saving institutions towards small and micro-sized enterprises,” Singaporean J. Bus. Econ. Manag. Stud., vol. 5, no. 10, pp. 1-15, 2017. doi:10.12816/0037569.
P. C. Verhoef et al., “Customer experience creation: Determinants, dynamics and management strategies,” J. Retailing, vol. 85, no. 1, pp. 31-41, 2009. doi:10.1016/j.jretai.2008.11.001.
E. Keisidou et al., “Customer satisfaction, loyalty and financial performance,” Int. J. Bank Mark., vol. 31, no. 4, pp. 259-288, 2013. doi:10.1108/IJBM-11-2012-0114.
P. Klaus and S. Maklan, “Towards a better measure of customer experience,” Int. J. Mark. Res., vol. 55, no. 2, pp. 227-246, 2013. doi:10.2501/IJMR-2013-021.
A. A. Alalwan et al., “Jordanian consumers’ adoption of telebanking influence of perceived usefulness, trust and self-efficacy,” Int. J. Bank Mark., vol. 34, no. 5, pp. 690-709, 2016. doi:10.1108/IJBM-06-2015-0093.
N. Pomirleanu et al., “A review of internet marketing research over the past 20 years and future research direction,” J. Res. Interact. Mark., vol. 7, no. 3, pp. 166-181, 2013. doi:10.1108/JRIM-01-2013-0006.
K. N. Lemon and P. C. Verhoef, “Understanding customer experience throughout the customer journey,” J. Mark., vol. 80, no. 6, pp. 69-96, 2016. doi:10.1509/jm.15.0420.
T. Nguyen and M. Singh, Impact of Internet Banking on Customer Satisfaction and Loyalty: A Conceptual Model, 2004.
A. Geebren et al., “Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services,” Comput. Hum. Behav., vol. 114, p. 106584, 2021. doi:10.1016/j.chb.2020.106584.
A. Kadir et al., “Customer loyalty Islamic banks in Indonesia: Service quality which mediated by satisfaction and customer trust,” Int. J. Prof. Bus. Rev., vol. 8, no. 4, p. e01286-e01286, 2023. doi:10.26668/businessreview/2023.v8i4.1286.
A. Alwehabie, “The effect of the quality of electronic banking services on improving the level of communication and building trust with customers: The case of the MENA countries,” Accounting, vol. 6, no. 6, pp. 1151-1160, 2020. doi:10.5267/j.ac.2020.7.003.
A. Trabelsi-Zoghlami et al., “Service Quality in a mobile-banking-applications context: Do users’ age and gender matter?,” Total Qual. Manag. Bus. Excell., vol. 31, no. 15-16, pp. 1639-1668, 2020. doi:10.1080/14783363.2018.1492874.
CuSTOMER, E.O., SATISFACTION IN THE E-BANKING SERVICE INDuSTRY, 2022
F. A. Ogedengbe and Y. Y. A. Talib, “Factors influencing electronic banking continuance usage intention in developing economies: A study of Nigeria,” Int. J. Bus. Inf. Syst., vol. 35, no. 1, pp. 63-87, 2020. doi:10.1504/IJBIS.2020.109541.
S. Sardana and V. N. Bajpai, “E-banking service quality and customer satisfaction: An exploratory study on India,” Int. J. Serv. Oper. Manag., vol. 35, no. 2, pp. 223-247, 2020. doi:10.1504/IJSOM.2020.105272.
E. Gaile-Sarkane et al., “Internet banking adoption: The case of Lithuania and Latvia,” Int. J. Learn. Change, vol. 9, no. 1, pp. 46-58, 2017.
F. Khan et al., “Impact of COVID-19 on the drivers of cash-based online transactions and consumer behavior: Evidence from a Muslim market,” J. Islamic Mark., vol. 14, no. 3, pp. 714-734, 2023. doi:10.1108/JIMA-09-2020-0265.
M. Jaiwani et al., “Understanding service quality, customer satisfaction and banking behavior from an E-banking perspective: An empirical approach” in International Conference on Sustainable Islamic Business and Finance (SIBF), vol. 2022. IEEE, 2022, Oct., pp. 12-20. doi:10.1109/SIBF56821.2022.9939858.
P. Karthikeyan, “Technology adoption and customer satisfaction in banking technological services,” J. Internet Banking Com., vol. 21, no. 3, p. 1, 2016.
Z. Ilirjana and L. K. Drita, “The relationship between satisfaction, trust and loyalty in electronic banking,” Финансы Теория И Практика, vol. 26, no. 2, pp. 104-117, 2022.
G. Kumar and V. M. Shenbagaraman, “A study on customer’s perception of online banking and e-service quality among Chennai customers,” Int. J. Bus. Excell., vol. 11, no. 1, pp. 72-94, 2017. doi:10.1504/IJBEX.2017.080606.
A. Isibor et al., “Impact of electronic banking technology on customers satisfaction and economic growth in Nigeria,” Int. J. Civ. Eng. Technol., vol. 9, no. 12, pp. 536-544, 2018.
V. Sum Chau and L. W. L. C. Ngai, “The youth market for Internet banking services: Perceptions, attitude and behavior,” J. Serv. Mark., vol. 24, no. 1, pp. 42-60, 2010. doi:10.1108/08876041011017880.
M. C. O. Mendoza et al., “Assessment of E-service quality dimensions and its influence on customer satisfaction: A study on the online banking services in the Philippines” in 7th international conference on industrial engineering and Applications (ICIEA), vol. 2020. IEEE. IEEE, 2020, Apr., pp. 1076-1081. doi:10.1109/ICIEA49774.2020.9101940.
A. Kadir et al., “Customer loyalty Islamic banks in Indonesia: Service quality which mediated by satisfaction and customer trust,” Int. J. Prof. Bus. Rev., vol. 8, no. 4, p. e01286-e01286, 2023. doi:10.26668/businessreview/2023.v8i4.1286.
M. A. I. Gazi et al., “An empirical study of determinants of customer satisfaction of banking sector: Evidence from Bangladesh,” J. Asian Fin. Econ. Bus., vol. 8, no. 2, pp. 497-503, 2021.
P. Y. Chu et al., “Service Quality, customer satisfaction, customer trust, and loyalty in an e-banking context,” Soc. Behav. Pers. Int. J., vol. 40, no. 8, pp. 1271-1283, 2012. doi:10.2224/sbp.2012.40.8.1271.
J. Hammoud et al., “The Impact of e-banking Service Quality on Customer Satisfaction: Evidence from the Lebanese Banking Sector,” SAGE Open, vol. 8, no. 3, 2018. doi:10.1177/2158244018790633.
A. Angusamy et al., “E-banking: An empirical study on customer satisfaction,” J. Syst. Manag. Sci., vol. 12, no. 4, pp. 27-38, 2022.
S. A. Raza et al., “Internet banking service quality, e-customer satisfaction and loyalty: The modified e-SERVQUAL model,” TQM J., vol. 32, no. 6, pp. 1443-1466, 2020. doi:10.1108/TQM-02-2020-0019.
M. Taghavipour and K. Fallahi, Impact of Internet Banking Services on Customer Satisfaction: A Case Study of Bank Refah’s Customers, Northern Branches of Tehran, 2009.
H. M. Alhanatleh, “The effect of electronic banking services usage on clients’ electronic loyalty,” Int. J. Hum. Cap. Urban Manag., vol. 6, no. 4, pp. 461-476, 2021.
C. I. Mbama et al., “Digital banking, customer experience and financial performance: UK bank managers’ perceptions,” J. Res. Interact. Mark., vol. 12, no. 4, pp. 432-451, 2018. doi:10.1108/JRIM-01-2018-0026.
G. Zouari and M. Abdelhedi, “Customer satisfaction in the digital era: Evidence from Islamic banking,” J. Innov. Entrep., vol. 10, no. 1, pp. 1-18, 2021.
D. K. Gautam and G. K. Sah, “Online banking service practices and its impact on E-customer satisfaction and E-customer loyalty in the developing country of South Asia–Nepal,” SAGE Open, vol. 13, no. 3, 2023. doi:10.1177/21582440231185580.
S. Khatoon et al., “The Mediating Effect of Customer Satisfaction on the Relationship between Electronic Banking Service Quality and Customer Purchase Intention: Evidence from the Qatar banking sector,” SAGE Open, vol. 10, no. 2, 2020. doi:10.1177/2158244020935887.
T. T. K. Le, “E-banking and customer satisfaction: A case study in Vietnam” in Proc. 2022 3rd International Conference on Internet and E-business, 2022, Jun., pp. 50-55. doi:10.1145/3545897.3545905.
I. Sasono et al., ... & WARUWU, H. (2021), “The Impact of e-service Quality and Satisfaction on customer loyalty: Empirical Evidence from Internet Banking Users in Indonesia,” J. Asian Fin. Econ. Bus., vol. 8, no. 4, pp. 465-473.
A. A. Alarifi and K. S. Husain, “The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: Comparison study before and during COVID-19,” Int. J. Qual. Reliab. Manag., vol. 40, no. 2, pp. 496-516, 2023. doi:10.1108/IJQRM-06-2021-0168.
R. Al-Dmour, et al., “Alwan, A,” vol. 15, no. 2, 2019. The Mediating Role of E-satisfaction in the Relationship between E-service Quality and Customer E-loyalty in Internet Banking. Jordan Journal of Business Administration.
A. Alwehabie, “The effect of the quality of electronic banking services on improving the level of communication and building trust with customers: The case of the MENA countries,” Accounting, vol. 6, no. 6, pp. 1151-1160, 2020. doi:10.5267/j.ac.2020.7.003.
H. M. Alhanatleh, “The effect of electronic banking services usage on clients’ electronic loyalty,” Int. J. Hum. Cap. Urban Manag., vol. 6, no. 4, pp. 461-476, 2021.
M. Habes, et al., “Hammadi, M.M.” in The Implementation of Smart Technologies for Business Success and Sustainability: During COVID-19 Crises in Developing Countries. Cham: Springer International Publishing, 2022. E-marketing and customers’ bank loyalty enhancement: Jordanians’ perspectives, pp. 37-47.
S. Khatoon et al., “The Mediating Effect of Customer Satisfaction on the Relationship between Electronic Banking Service Quality and Customer Purchase Intention: Evidence from the Qatar Banking Sector,” SAGE Open, vol. 10, no. 2, 2020. doi:10.1177/2158244020935887.
M. Samadi and R. Razmi, “The effect of media on customer satisfaction with banking services: Mediating role of corporate image,” Int. Bus. Manag., vol. 10, no. 10, pp. 2062-2070, 2016.
A. Kadir et al., “Customer loyalty Islamic banks in Indonesia: Service quality which mediated by satisfaction and customer trust,” Int. J. Prof. Bus. Rev., vol. 8, no. 4, p. e01286-e01286, 2023. doi:10.26668/businessreview/2023.v8i4.1286.
J. Hammoud et al., “The Impact of e-banking Service Quality on Customer Satisfaction: Evidence from the Lebanese Banking Sector,” SAGE Open, vol. 8, no. 3, 2018. doi:10.1177/2158244018790633.
M. Alkhaibari et al., “The Impact of e-banking Service Quality on sustainable customer satisfaction: Evidence from the Saudi Arabia commercial banking sector,” Int. J. Data Netw. Sci., vol. 7, no. 3, pp. 1153-1164, 2023. doi:10.5267/j.ijdns.2023.5.008.
A. Tahtamouni, “E-banking services and the satisfaction of customers in the Jordanian banks,” J. Sci. Technol. Policy Manag., 2022. doi:10.1108/JSTPM-06-2021-0082.
S. Bankuoru Egala et al., “To leave or retain? An interplay between quality digital banking services and customer satisfaction,” Int. J. Bank Mark., vol. 39, no. 7, pp. 1420-1445, 2023. doi:10.1108/IJBM-02-2021-0072.
O. S. Ighomereho et al., “Impact of E-service quality on customer satisfaction: A study of Internet banking for general and maritime services in Nigeria,” J. Financ. Serv. Mark., pp. 1-14, 2022.
M. I. Tabash et al., “Service Quality Dimensions of E-retailing of Islamic Banks and its Impact on customer satisfaction: An Empirical Investigation of the Kingdom of Saudi Arabia,” JAFEB, vol. 6, no. 3, 225-234, 2019. doi:10.13106/jafeb.2019.vol6.no3.225.
V. Ramesh et al., “‘Customer satisfaction’, loyalty and adoption e-banking technology in Mauritius” in Embedded Systems and Artificial Intelligence: Proceedings of ESAI, vol. 2019, Fez, Morocco. Singapore: Springer, 2020, pp. 861-873.
S. Balamurugan and M. Selvalakshmi, “E-banking: An empirical study of the factors affecting young customer’s E-satisfaction in India,” Fin. India, vol. 34, no. 4, 2020.
S. A. A. Al-Ghamdi and N. S. Badawi, “Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector,” Cogent Bus. Manag., vol. 6, no. 1, p. 1662932, 2019. doi:10.1080/23311975.2019.1662932.
M. I. Tabash et al., “Service Quality dimensions of E-retailing of Islamic banks and its Impact on customer satisfaction: An empirical investigation of the Kingdom of Saudi Arabia,”, JAFEB, vol. 6, no. 3, 225-234, 2019. doi:10.13106/jafeb.2019.vol6.no3.225.
A. L. M. Anouze et al., “Customer satisfaction and its measurement in Islamic banking sector: A revisit and update,” J. Islamic Mark., vol. 10, no. 2, pp. 565-588, 2019. doi:10.1108/JIMA-07-2017-0080.
M. S. Ahmed and S. A. Sajid, “Technology impact on e-banking towards customer satisfaction in public & private sectors bank [with special reference to Vellore district of Tamil Nadu-India],” Int. J. Sci. Technol. Res., vol. 8, no. 12, pp. 255-259, 2019.
G. Srivastav and A. Mittal, “Impact of Internet banking on customer satisfaction in private and public sector banks,” Indian J. Mark., vol. 46, no. 2, pp. 36-49, 2016. doi:10.17010/ijom/2016/v46/i2/87252.
M. A. Awan et al., “Online banking: A comparative study of Chinese and Saudi customers perceptions of service quality,” J. Internet Banking Com., vol. 21(suppl. 5), pp. 1-31, 2016.
A. Tahtamouni, “E-banking services and the satisfaction of customers in the Jordanian banks,” J. Sci. Technol. Policy Manag., 2022. doi:10.1108/JSTPM-06-2021-0082.
S. Bankuoru Egala et al., “To leave or retain? An interplay between quality digital banking services and customer satisfaction,” Int. J. Bank Mark., vol. 39, no. 7, pp. 1420-1445, 2023. doi:10.1108/IJBM-02-2021-0072.
A. Azadegan and J. Teich, “Effective benchmarking of innovation adoptions: A theoretical framework for e-procurement technologies,” Benchmarking Int. J., vol. 17, no. 4, pp. 472-490, 2010. doi:10.1108/14635771011060558.
A. Trabelsi-Zoghlami et al., “Service Quality in a mobile-banking-applications context: Do users’ age and gender matter?,” Total Qual. Manag. Bus. Excell., vol. 31, no. 15-16, pp. 1639-1668, 2020. doi:10.1080/14783363.2018.1492874.
J. Hammoud et al., “The Impact of e-banking Service Quality on Customer Satisfaction: Evidence from the Lebanese Banking Sector,” SAGE Open, vol. 8, no. 3, 2018. doi:10.1177/2158244018790633.
T. T. K. Le, “E-banking and customer satisfaction: A case study in Vietnam” in Proc. 2022 3rd International Conference on Internet and E-business, 2022, Jun., pp. 50-55. doi:10.1145/3545897.3545905.
G. Srivastav and A. Mittal, “Impact of Internet banking on customer satisfaction in private and public sector banks,” Indian J. Mark., vol. 46, no. 2, pp. 36-49, 2016. doi:10.17010/ijom/2016/v46/i2/87252.
Descargas
Publicado
Cómo citar
Número
Sección
Altmetrics
Descargas
Licencia
Derechos de autor 2023 AiBi Revista de Investigación, Administración e Ingeniería
Esta obra está bajo una licencia internacional Creative Commons Atribución 4.0.
La revista ofrece acceso abierto bajo una Licencia Creative Commons Attibution License
Esta obra está bajo una licencia Creative Commons Attribution (CC BY 4.0).
