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
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 se...
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my.uitm.ir.383072020-12-14T07:53:30Z http://ir.uitm.edu.my/id/eprint/38307/ 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 de Jager, Johan W Wannenburg, Elizma Customer services. Customer relations Banking Computer networks. Electronic information resources . Including the Internet 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. UiTM Cawangan Johor Md Kassim, Fazdilah Ratan Singh, Deepak Singh M Ramakrishnan, Kamalanathan Sumery, Zuraidah Sarijari, Haniza Mohd Yusof, Fairuz Husna Amat, Dia Widyawati Kamaludin, Puteri Nur Hidayah Daud, Derwina 2019 Book Section PeerReviewed text en http://ir.uitm.edu.my/id/eprint/38307/1/38307.pdf 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. IABC2019-032 |
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Customer services. Customer relations Banking Computer networks. Electronic information resources . Including the Internet Wulandari, Nuri de Jager, Johan W Wannenburg, Elizma 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 |
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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. |
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Md Kassim, Fazdilah |
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Md Kassim, Fazdilah Wulandari, Nuri de Jager, Johan W Wannenburg, Elizma |
format |
Book Section |
author |
Wulandari, Nuri de Jager, Johan W Wannenburg, Elizma |
author_sort |
Wulandari, Nuri |
title |
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 |
title_short |
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 |
title_full |
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 |
title_fullStr |
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 |
title_full_unstemmed |
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 |
title_sort |
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 |
publisher |
UiTM Cawangan Johor |
publishDate |
2019 |
url |
http://ir.uitm.edu.my/id/eprint/38307/1/38307.pdf http://ir.uitm.edu.my/id/eprint/38307/ |
_version_ |
1687396698716897280 |
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13.18916 |