Effects of e-service Quality Dimensions on Overall e-banking Service Quality, Customer Satisfaction and Customer Loyalty in Hong Kong Banking Sector

Hon Keung Yau; Man Kei Siu; Ho Yi Tang

Effects of e-service Quality Dimensions on Overall e-banking Service Quality, Customer Satisfaction and Customer Loyalty in Hong Kong Banking Sector

Hon Keung Yau^*
, Man Kei Siu
, Ho Yi Tang

^*Corresponding author for this work

Department of Systems Engineering

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

Abstract

Acting as one of International Financial Centre, Hong Kong is the home city of retail and institutional banks which has adopted e-banking services rapidly. Quality is indisputably the focus; therefore, the purpose of paper is to examine the relationship of e-service quality dimensions with overall e-banking service quality and subsequent effects on customer satisfaction and customer loyalty in Hong Kong banking sector. 172 valid surveys are collected from e-banking users. By performing correlation analysis, there are significant relationship among the e-Service Quality. Besides, it is observed that assurance of e-Service is the most critical factor to influence the Customer Satisfaction and Customer Loyalty in line with best-fitted regression models. This present study is also an alternative reference for banks in Hong Kong to prioritize and re-allocate the resources to strengthen corresponding components of e-Service quality and ultimately enhance customer satisfaction.

Original language	English
Title of host publication	Proceedings of the International MultiConference of Engineers and Computer Scientists 2021
Editors	S. I. Ao, Oscar Castillo, Craig Douglas, David Dagan Feng
Publisher	Newswood Limited
Pages	218-221
ISBN (Print)	9789881404916
Publication status	Published - Oct 2021
Event	28th International MultiConference of Engineers and Computer Scientists (IMECS 2021) - Virtual, Hong Kong, China Duration: 20 Oct 2021 → 22 Oct 2021 http://www.iaeng.org/IMECS2021/

Publication series

Name	Lecture Notes in Engineering and Computer Science
Volume	2243
ISSN (Print)	2078-0958
ISSN (Electronic)	2078-0966

Conference

Conference	28th International MultiConference of Engineers and Computer Scientists (IMECS 2021)
Place	Hong Kong, China
Period	20/10/21 → 22/10/21
Internet address	http://www.iaeng.org/IMECS2021/

Research Keywords

Banking sector
Customer loyalty
E-banking service
E-service

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Yau, H. K., Siu, M. K., & Tang, H. Y. (2021). Effects of e-service Quality Dimensions on Overall e-banking Service Quality, Customer Satisfaction and Customer Loyalty in Hong Kong Banking Sector. In S. I. Ao, O. Castillo, C. Douglas, & D. D. Feng (Eds.), Proceedings of the International MultiConference of Engineers and Computer Scientists 2021 (pp. 218-221). (Lecture Notes in Engineering and Computer Science; Vol. 2243). Newswood Limited. http://www.iaeng.org/publication/IMECS2021/IMECS2021_pp218-221.pdf

Yau, Hon Keung ; Siu, Man Kei ; Tang, Ho Yi. / Effects of e-service Quality Dimensions on Overall e-banking Service Quality, Customer Satisfaction and Customer Loyalty in Hong Kong Banking Sector. Proceedings of the International MultiConference of Engineers and Computer Scientists 2021. editor / S. I. Ao ; Oscar Castillo ; Craig Douglas ; David Dagan Feng. Newswood Limited, 2021. pp. 218-221 (Lecture Notes in Engineering and Computer Science).

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abstract = "Acting as one of International Financial Centre, Hong Kong is the home city of retail and institutional banks which has adopted e-banking services rapidly. Quality is indisputably the focus; therefore, the purpose of paper is to examine the relationship of e-service quality dimensions with overall e-banking service quality and subsequent effects on customer satisfaction and customer loyalty in Hong Kong banking sector. 172 valid surveys are collected from e-banking users. By performing correlation analysis, there are significant relationship among the e-Service Quality. Besides, it is observed that assurance of e-Service is the most critical factor to influence the Customer Satisfaction and Customer Loyalty in line with best-fitted regression models. This present study is also an alternative reference for banks in Hong Kong to prioritize and re-allocate the resources to strengthen corresponding components of e-Service quality and ultimately enhance customer satisfaction.",

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Yau, HK, Siu, MK & Tang, HY 2021, Effects of e-service Quality Dimensions on Overall e-banking Service Quality, Customer Satisfaction and Customer Loyalty in Hong Kong Banking Sector. in SI Ao, O Castillo, C Douglas & DD Feng (eds), Proceedings of the International MultiConference of Engineers and Computer Scientists 2021. Lecture Notes in Engineering and Computer Science, vol. 2243, Newswood Limited, pp. 218-221, 28th International MultiConference of Engineers and Computer Scientists (IMECS 2021), Hong Kong, China, 20/10/21. <http://www.iaeng.org/publication/IMECS2021/IMECS2021_pp218-221.pdf>

Effects of e-service Quality Dimensions on Overall e-banking Service Quality, Customer Satisfaction and Customer Loyalty in Hong Kong Banking Sector. / Yau, Hon Keung; Siu, Man Kei; Tang, Ho Yi.
Proceedings of the International MultiConference of Engineers and Computer Scientists 2021. ed. / S. I. Ao; Oscar Castillo; Craig Douglas; David Dagan Feng. Newswood Limited, 2021. p. 218-221 (Lecture Notes in Engineering and Computer Science; Vol. 2243).

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

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T1 - Effects of e-service Quality Dimensions on Overall e-banking Service Quality, Customer Satisfaction and Customer Loyalty in Hong Kong Banking Sector

AU - Yau, Hon Keung

AU - Siu, Man Kei

AU - Tang, Ho Yi

PY - 2021/10

Y1 - 2021/10

N2 - Acting as one of International Financial Centre, Hong Kong is the home city of retail and institutional banks which has adopted e-banking services rapidly. Quality is indisputably the focus; therefore, the purpose of paper is to examine the relationship of e-service quality dimensions with overall e-banking service quality and subsequent effects on customer satisfaction and customer loyalty in Hong Kong banking sector. 172 valid surveys are collected from e-banking users. By performing correlation analysis, there are significant relationship among the e-Service Quality. Besides, it is observed that assurance of e-Service is the most critical factor to influence the Customer Satisfaction and Customer Loyalty in line with best-fitted regression models. This present study is also an alternative reference for banks in Hong Kong to prioritize and re-allocate the resources to strengthen corresponding components of e-Service quality and ultimately enhance customer satisfaction.

AB - Acting as one of International Financial Centre, Hong Kong is the home city of retail and institutional banks which has adopted e-banking services rapidly. Quality is indisputably the focus; therefore, the purpose of paper is to examine the relationship of e-service quality dimensions with overall e-banking service quality and subsequent effects on customer satisfaction and customer loyalty in Hong Kong banking sector. 172 valid surveys are collected from e-banking users. By performing correlation analysis, there are significant relationship among the e-Service Quality. Besides, it is observed that assurance of e-Service is the most critical factor to influence the Customer Satisfaction and Customer Loyalty in line with best-fitted regression models. This present study is also an alternative reference for banks in Hong Kong to prioritize and re-allocate the resources to strengthen corresponding components of e-Service quality and ultimately enhance customer satisfaction.

KW - Banking sector

KW - Customer loyalty

KW - E-banking service

KW - E-service

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M3 - RGC 32 - Refereed conference paper (with host publication)

SN - 9789881404916

T3 - Lecture Notes in Engineering and Computer Science

SP - 218

EP - 221

BT - Proceedings of the International MultiConference of Engineers and Computer Scientists 2021

A2 - Ao, S. I.

A2 - Castillo, Oscar

A2 - Douglas, Craig

A2 - Feng, David Dagan

PB - Newswood Limited

T2 - 28th International MultiConference of Engineers and Computer Scientists (IMECS 2021)

Y2 - 20 October 2021 through 22 October 2021

ER -

Yau HK, Siu MK, Tang HY. Effects of e-service Quality Dimensions on Overall e-banking Service Quality, Customer Satisfaction and Customer Loyalty in Hong Kong Banking Sector. In Ao SI, Castillo O, Douglas C, Feng DD, editors, Proceedings of the International MultiConference of Engineers and Computer Scientists 2021. Newswood Limited. 2021. p. 218-221. (Lecture Notes in Engineering and Computer Science).

Effects of e-service Quality Dimensions on Overall e-banking Service Quality, Customer Satisfaction and Customer Loyalty in Hong Kong Banking Sector

Abstract

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Research Keywords

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