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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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Bibliographic Details
Main Authors: Wulandari, Nuri, de Jager, Johan W, Wannenburg, Elizma
Other Authors: Md Kassim, Fazdilah
Format: Book Section
Language:English
Published: UiTM Cawangan Johor 2019
Subjects:
Customer services. Customer relations
Banking
Computer networks. Electronic information resources . Including the Internet
Online Access:http://ir.uitm.edu.my/id/eprint/38307/1/38307.pdf
http://ir.uitm.edu.my/id/eprint/38307/
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spelling 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
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Customer services. Customer relations
Banking
Computer networks. Electronic information resources . Including the Internet
spellingShingle 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
description 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.
author2 Md Kassim, Fazdilah
author_facet 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
score 13.211869

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