Abstract
This systematic review article provides an avenue for identifying various antecedents and consequents of customers’ behavioral outcomes in the banking industry and identifying research gaps that may help define the scope of future research. Models, methodologies and variables, and keywords extraction are used to relate numerous independent, dependent, and demographic constructs in the online banking sector’s technology adoption in this zone-based hybrid structured study. In this study, the researchers are trying to unveil the most prominent construct used predominantly in this specified area of literature and have tried to find out which constructs are not so used to reveal the future scope of the study. This study gives essential advice for employees working in the banking industry on identifying the primary critical aspects of online digital banking services to assess consumers’ expectations and consumer satisfaction, which is a pivotal construct of building consumer loyalty. In addition, an attempt has been made to utilize a meta-analytical technique to distinguish between distinct predictor determinants of customer behavioral outcomes in the banking sector and to unearth the research gap, which may lead to identifying the scope of future research.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Adapa, S., & Roy, S. K. (2017). Consumers’ post-adoption behavior towards Internet banking: Empirical evidence from Australia. Behavior and Information Technology, 36(9), 970–983. https://doi.org/10.1080/0144929X.2017.1319498
Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99–110. https://doi.org/10.1016/j.ijinfomgt.2017.01.002
Aldás-Manzano, J., Lassala-Navarré, C., Ruiz-Mafé, C., & Sanz-Blas, S. (2009). Key drivers of internet banking services use. Online Information Review, 33(4), 672–695. https://doi.org/10.1108/14684520910985675
Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: The modified SERVQUAL model. Total Quality Management and Business Excellence, 28(5–6), 559–577. https://doi.org/10.1080/14783363.2015.1100517
Al-jazzazi, A., & Sultan, P. (2017). Demographic differences in Jordanian bank service quality perceptions. International Journal of Bank Marketing, 35(2), 275–297. https://doi.org/10.1108/IJBM-07-2016-0091
Almugari, F., Bajaj, P., Tabash, M. I., Khan, A., & Ali, M. A. (2020). An examination of consumers’ adoption of internet of things (IoT) in Indian banks. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1809071
AlNajem, M. N. (2018). Factors influencing customer choice in selection of banks in Kuwait. Quality Management Journal, 25(3), 142–153. https://doi.org/10.1080/10686967.2018.1474678
Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280–306. https://doi.org/10.1108/IJBM-10-2014-0139
Arbore, A., & Busacca, B. (2009). Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances. Journal of Retailing and Consumer Services, 16(4), 271–280. https://doi.org/10.1016/j.jretconser.2009.02.002
Ayo, C. k., Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users’ behavior: e-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347–367. https://doi.org/10.1108/IJBM-12-2014-0175
Chi Cui, C., Lewis, B. R., & Park, W. (2003). Service quality measurement in the banking sector in South Korea. International Journal of Bank Marketing, 21(4), 191–201. https://doi.org/10.1108/02652320310479187
Dauda, S. Y., & Lee, J. (2016). Quality of service and customer satisfaction: A conjoint analysis for the Nigerian bank customers. International Journal of Bank Marketing, 34(6), 841–867. https://doi.org/10.1108/IJBM-04-2015-0062
Eklof, J., Podkorytova, O., & Malova, A. (2020). Linking customer satisfaction with financial performance: An empirical study of Scandinavian banks. Total Quality Management and Business Excellence, 31(15–16), 1684–1702. https://doi.org/10.1080/14783363.2018.1504621
Giovanis, A., Athanasopoulou, P., Assimakopoulos, C., & Sarmaniotis, C. (2019). Adoption of mobile banking services: A comparative analysis of four competing theoretical models. International Journal of Bank Marketing, 37(5), 1165–1189. https://doi.org/10.1108/IJBM-08-2018-0200
Islam, R., Ahmed, S., Rahman, M., & Al Asheq, A. (2020). Determinants of service quality and its effect on customer satisfaction and loyalty: An empirical study of private banking sector. TQM Journal. https://doi.org/10.1108/TQM-05-2020-0119
Joseph, M., Sekhon, Y., Stone, G., & Tinson, J. (2005). An exploratory study on the use of banking technology in the UK. International Journal of Bank Marketing, 23(5), 397–413. https://doi.org/10.1108/02652320510612474
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction: An empirical study on public sector banks in India. International Journal of Bank Marketing, 35(3), 411–430. https://doi.org/10.1108/IJBM-04-2016-0051
Kaura, V. (2013). Service convenience, customer satisfaction, and customer loyalty: Study of Indian commercial banks. Journal of Global Marketing, 26(1), 18–27. https://doi.org/10.1080/08911762.2013.779405
Kaura, V., Prasad, C. S. D., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. https://doi.org/10.1108/IJBM-04-2014-0048
Levy, S., & Hino, H. (2016). Emotional brand attachment: A factor in customer-bank relationships. International Journal of Bank Marketing, 34(2), 136–150. https://doi.org/10.1108/IJBM-06-2015-0092
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64. https://doi.org/10.1016/j.techsoc.2020.101487
Lin, T. Y., & Chiu, S. H. (2013). Using independent component analysis and network DEA to improve bank performance evaluation. Economic Modelling, 32(1), 608–616. https://doi.org/10.1016/j.econmod.2013.03.003
Mansour, I. H. F., Eljelly, A. M. A., & Abdullah, A. M. A. (2016). Consumers’ attitude towards e-banking services in Islamic banks: The case of Sudan. Review of International Business and Strategy, 26(2), 244–260. https://doi.org/10.1108/RIBS-02-2014-0024
Marinkovic, V., & Obradovic, V. (2015). Customers’ emotional reactions in the banking industry. International Journal of Bank Marketing, 33(3), 243–260. https://doi.org/10.1108/IJBM-09-2013-0107
Mehrad, D., & Mohammadi, S. (2017). Word of Mouth impact on the adoption of mobile banking in Iran. Telematics and Informatics, 34(7), 1351–1363. https://doi.org/10.1016/j.tele.2016.08.009
Mulia, D., Usman, H., & Parwanto, N. B. (2020). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing, 12(6), 1097–1123. https://doi.org/10.1108/JIMA-09-2019-0190
Nguyen, O. T. (2020). Factors affecting the intention to use digital banking in Vietnam. Journal of Asian Finance, Economics and Business, 7(3), 303–310. https://doi.org/10.13106/jafeb.2020.vol7.no3.303
Patel, K. J., & Patel, H. J. (2018). Adoption of internet banking services in Gujarat: An extension of TAM with perceived security and social influence. International Journal of Bank Marketing, 36(1), 147–169. https://doi.org/10.1108/IJBM-08-2016-0104
Paul, J., Mittal, A., & Srivastav, G. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing, 34(5), 606–622. https://doi.org/10.1108/IJBM-03-2015-0030
Rodrigues, L. F., Oliveira, A., & Costa, C. J. (2016). Does ease-of-use contributes to the perception of enjoyment? A case of gamification in e-banking. Computers in Human Behavior, 61, 114–126. https://doi.org/10.1016/j.chb.2016.03.015
Saji, T. G., & Paul, D. (2018). Behavioral intention to the use of mobile banking in Kerala: An application of extended classical technology acceptance model. Metamorphosis: A Journal of Management Research, 17(2), 111–119. https://doi.org/10.1177/0972622518792802
Saleem, M. A., Zahra, S., Ahmad, R., & Ismail, H. (2016). Predictors of customer loyalty in the Pakistani banking industry: A moderated-mediation study. International Journal of Bank Marketing, 34(3), 411–430. https://doi.org/10.1108/IJBM-12-2014-0172
Shaikh, A. A., & Karjaluoto, H. (2015, February 1). Mobile banking adoption: A literature review. Telematics and Informatics. https://doi.org/10.1016/j.tele.2014.05.003
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119–1142. https://doi.org/10.1108/IJBM-03-2018-0063
Sinha, I., & Mukherjee, S. (2016). Acceptance of technology, related factors in use of off branch e-banking: An Indian case study. Journal of High Technology Management Research, 27(1), 88–100. https://doi.org/10.1016/j.hitech.2016.04.008
Tam, C., & Oliveira, T. (2017). Literature review of mobile banking and individual performance. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-09-2015-0143
Teeroovengadum, V. (2020). Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: Moderating effects of gender. European Business Review. https://doi.org/10.1108/EBR-10-2019-0270
Tetteh, J. E. (2020). Electronic banking service quality: Perception of customers in the Greater Accra Region of Ghana. Journal of Internet Commerce. https://doi.org/10.1080/15332861.2020.1870340
Torres Fragoso, J., & Luna Espinoza, I. (2017). Assessment of banking service quality perception using the SERVPERF model. Contaduría y Administración, 62(4), 1294–1316. https://doi.org/10.1016/j.cya.2017.06.011
Wasan, P. (2018). Predicting customer experience and discretionary behaviors of bank customers in India. International Journal of Bank Marketing, 36(4), 701–725. https://doi.org/10.1108/IJBM-06-2017-0121
Yavas, U., Bilgin, Z., & Shemwell, D. J. (1997). Service quality in the banking sector in an emerging economy: A consumer survey. International Journal of Bank Marketing, 15(6), 217–223. https://doi.org/10.1108/02652329710184442
Zhou, L. (2004, December 1). A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China’s retail banking. Journal of Services Marketing. https://doi.org/10.1108/08876040410561866
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this chapter
Cite this chapter
Ganguly, A.K., Kumar, R.V., Bhattacharya, S., Chattopadhyay, S. (2022). Antecedents of Consumer Satisfaction in Online Banking: A Systematic Review with the Text Mining Approach. In: Rajagopal, Behl, R. (eds) Inclusive Businesses in Developing Economies. Palgrave Studies in Democracy, Innovation, and Entrepreneurship for Growth. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-031-12217-0_5
Download citation
DOI: https://doi.org/10.1007/978-3-031-12217-0_5
Published:
Publisher Name: Palgrave Macmillan, Cham
Print ISBN: 978-3-031-12216-3
Online ISBN: 978-3-031-12217-0
eBook Packages: Social SciencesSocial Sciences (R0)