An IDS Assessment of Electronic Banking Performance in Retail Banking

Abstract

The adoption of electronic self-service systems (SSTs), using informationtechnology (IT) devices and channels, for the provision of banking services(also known as electronic banking or e-banking) has evolved in the last decadein emerging markets. In Nigeria, for instance, this development is driving themovement towards a cashless economy. These services, however, are fraughtwith problems ranging from incidents of fraud, empty automated teller machines(ATMs), the inability of the ATMs to dispense cash, and outright serviceunavailability. Thus, the primary objective of this study is to identify serviceimprovements following current electronic banking service performancemeasures. Given the dearth of developing country research and appropriateconstructs, secondary objectives include the: 1) conceptualisation of e-serviceusing service science principles; 2) description of factors and attributes ofelectronic banking quality (EBQ) in Nigeria; 3) identification of consumerperceptions of EBQ; 4) proposal of a model of EBQ; and 5) rank and score EBQperformance.A three-step sequential mixed-methods research design is conducted. Thisconsists of a substantial qualitative (QUAL) process that posits EBQ constructsusing grounded theory techniques. This is followed by an equally substantialquantitative (QUAN) process that employs survey methods in the formulation ofa scale to measure EBQ. The final quantitative (quan) process scores EBQusing survey research methods and intelligent decision system (IDS) analysis.Consumer perception measurements of Nigerian bank customers using thederived dimensions of EBQ - acceptability, accessibility, competence,convenience, reliability, responsiveness, security/privacy, access to support,availability of support, and usability - generated an unimpressive industryperformance score of 56%. The thesis concludes that even though Nigerianbank customers are desirous of participating in the cashless economy, issues ofcash security and responsiveness are paramount. Service improvement spacesfor e-banking operators, centred on rigorous strategic planning initiatives, areidentified alongside additional initiatives for bank customers and regulators. Insummary, this thesis presents an alternative scale to measure consumerperceptions of EBQ that adds to the existing body of knowledge.

Date of Award	31 Dec 2012
Original language	English
Awarding Institution	The University of Manchester
Supervisor	Dong Xu (Supervisor) & Kathy Keeling (Supervisor)