n Journal of Strategic Studies : A Journal of the Southern Bureau of Strategic Studies Trust - Measurement of the impact of e-banking on the quality of service : a case study of CABS
|Article Title||Measurement of the impact of e-banking on the quality of service : a case study of CABS|
|© Publisher:||Southern Bureau of Strategic Studies Trust|
|Journal||Journal of Strategic Studies : A Journal of the Southern Bureau of Strategic Studies Trust|
|Affiliations||1 University of Zimbabwe and 2 University of Zimbabwe|
|Publication Date||Jan 2013|
|Pages||26 - 45|
|Keyword(s)||E-banking, Internet banking, Service quality and SERVQUAL|
The purpose of this study is to investigate the impact of the adoption of e-banking and usage on the quality of service delivery of the Central Africa Building Society using the eight dimensions of quality service proposed by Yang et al. (2003) namely; prompt delivery, credibility, ease of use, reliability, communication, access and competence. The study also adopts the security dimension from the original SERVQUAL, since available literature on e-channels has highlighted the need for security. The study concludes from the data collected that the main challenges for CABS in terms of the quality of service are the issue of the system downtime, inability of clients to have the e-banking infrastructure i.e. computers and cell phones and while for the rural market inability to use some of these e-banking channels. The greatest fear inhibiting use of internet banking was the issue of security.
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