Last modified: 2010-09-14
Abstract
Customer service, efficiency and cost-effectiveness have become the source of competitive advantage in a new economy and this has created a search for new, lower cost channels when it comes to service delivery in the financial sector. This has lead to the Internet offering banks the opportunity to provide a customised channel to an increasingly savvy customer. Electronic banking (e-banking) is one of those channels that offer a cost-effective, efficient and customised experience. However it has become increasingly imperative to offer electronic banking (e-banking) services that meet the customers’ expectations of satisfaction.
The main purpose of this study was to identify the customer’s level of satisfaction with the information provided by their particular Internet banking website/s. This is a replication of the study done by Brown and Buys (2004) with the aim of determining the influence of each of the Customer Information Satisfaction (CIS) factors, as well as the overall CIS, on the level of customer Internet banking satisfaction.
The population for this study was Continuous Education (CE) students at the University of Pretoria that is an entity within the university and specialises in continuous education of individuals already within the working world. These individuals fitted the profile of a typical Internet user that is generally young, educated and affluent (Brown & Buys, 2004). The data collection method was quantitative in nature and utilised a self-completion questionnaire.
The main findings of the study were that each of the Customer Information Satisfaction (CSI) factors contributes positively towards the overall satisfaction of these customers with their respective Internet banking website/s.