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Assessment of Electronic Bank Quality Services and Role of that at Improvement Effectively Essay Example

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Assessment of Electronic Bank Quality Services and Role of that at Improvement Effectively

Table of Contents

Abstract 3

Introduction 4

Importance of Subject 5

Literature Review 5

Purposes of Article 6

Questions of Article (subject) 7

Innovation Research 7

7Application and Results of the Research

8Research Methodology

8The Main Steps in the Process and Timing of Research



The quality of any service is an important thing in the service industry (Williams, Howell and Hricko, 2006). In the electronic banking industry, the safety, and speed of transactions are the most important attributes. Although there are other attributes of such systems, they are the main determinants of the quality of any online system. Research in this area will help banking companies to recognize users’ expectations and challenges when using the online systems, which will help them to give better services. This research will concentrate on the quality and ease of use of the online banking systems. The research will use the qualitative methodology for research and will use questionnaires to collect data. The data will be collected from lecturers, banking staff, farmers, and the illiterate in the society. The collected data will be analyzed using SPSS and other business assessment tools to give accurate results from the analysis. The result of the research will be helpful to the electronic banks and will help them to better their services. The result of the research will also help users to select the best banking system to use when in different contexts.


The start of the digital age came with much technological advancement that is geared towards better service delivery and better lifestyles. One of the most fundamental advancements in technology is the introduction of electronic banking (Aljunaid, 2006). This type of money transfer involves the use of electronic gadgets like mobile phones, computers, and other mobile devices to quickly send and receive payments and even check account balance. The efficiency, ease of use, and security of such online systems is important to the public to avoid inconveniences caused by the failure of such systems. There is therefore the need to assess the impact of such systems to the public and to business transactions. There is also the need to determine if the electronic methods of money transfer are transforming life or if they have negative impacts to business transactions and life. The online banking systems will be assessed in comparison to the physical banks in terms of speed, availability, reliability, efficiency, and cost. All these factors are important in determining the quality of service given by the electronic banking systems (Williams, Howell and Hricko, 2006).

  1. Key words and Definitions

  1. Internet- It is a global interconnection of computer networks to various computers all over the world. It uses satellites and telephone cables to connect different computers.

  2. Banking- It is a service given by banks and financial institutions and includes safekeeping of money, borrowing of money in terms of loans, and financial advice.

  3. Service quality- This refers to the level at which users get satisfied when using the system. It includes the speed, efficiency, reliability, and availability.

  4. Customer service- This refers to all the services and activities done to a customer to ensure that they are comfortable while using the system. It includes such things like after sale services, packing, and demonstrations on how to use different products.

Importance of Subject

The banking sector is an important sector in a country’s economy. Banking controls the cash inflow and outflow in an economy and is thus a vital part in the economic endeavors of a country, business, and individual. Electronic banking, which is a modern way of sending money, is gaining popularity at an alarming rate. It uses computers and mobile gadgets to send payments across a network. This system is simple and efficient to use as one can send and receive a payment at any time 24/7. This system has enabled easy and efficient access to business services and has fastened business transactions. With the growing technology and users in this sector, it is important to ensure that such systems are efficient and easy to use and that they can support large populations without breakdown. In such systems, the quality of the service is important in ensuring that users are retained to continue using the system. The quality of a system also ensures that more users join the system or users quit using the system. In regard to electronic banking, quality refers to the efficiency, speed, availability, flexibility and cost of the service. All these factors are important in electronic money transfer and ensure that electronic banking systems are the best systems for use (Aljunaid, 2006).

Literature Review

Electronic banking systems started in the early 1980s and have been developing over the years and is now one of the most reliable and convenient method of payment. Many researches have been carried out in this area and have enabled further improvement and development of the electronic banking system. According to a research carried out by Kondabagil (2007), the quality of electronic banking systems should be assessed in regard to reliability, credibility, responsiveness, understanding, competence, access, security, courtesy, and communication of the system. The age of the respondents is also supposed to be varied across all age groups. This will help to give a better understanding of the quality of online banking systems. Another important variable to consider is the educational level of respondents and the occupation. This will give accurate results, which will be helpful for decision-making. Gyasi (2013) also found out that electronic banking systems have increased the efficiency in the banking industry and have revolutionized the banking system and service.

According to Jun and Cai, (2001), electronic banking systems add quality in service delivery in the banking industry. Aljunaid (2006) also adds that electronic banking systems improve on the use of office space by eliminating paperwork and introducing ATM cards and electronic banking cards. Electronic banking systems have also enhanced tidiness in the banking industry by eliminating paperwork, which is prone to loss, tears, dirt, and even easy fraud cases. Research also highlights that electronic banking systems are better because they are accessible at any time. They are very flexible to users and enable customers to access their cash at the comfort of their houses. Electronic banking systems also provide up to date information about transactions and enable easy storage of past transactions. They also limit fraud cases and careless loss of cash (Kondabagil, 2007).

Purposes of Article

The main purpose of this essay is to assess the effect of internet banking services to business transactions and to the quality of life. This essay focusses on the efficiency, ease of use, availability, flexibility, and impact of the online banking system to business transactions and to individuals using the system. Money transfers are an important part of any business, organization, and country’s economy and should be very secure and efficient to the users Gyasi (2013).

Questions of Article (subject)

  1. What is the users’ view on the efficiency of electronic banking?

  2. What is the users’ view on the ease of use of the system?

  3. Do new users find it easy and convenient to use this system as compared to the normal methods?

  4. What is the users’ view on the accessibility and availability of the system?

Innovation Research

This research is geared towards sensitizing electronic banks to better their services and ensuring that more members will join and enjoy the convenience of the system. This research will thus inspire innovation among electronic banks and ensure that there is development in the online banking systems. Such innovations will be generated from users’ views on their experiences with the online banking system and their expectations of how the service should be delivered Gyasi (2013).

Application and
Results of
the Research

The results obtained from the analysis will be very helpful to businesses, organizations, governments, and even individuals. It will help one to determine which system to use when sending and receiving money. The outcome of the research will also determine whether new users will join the system or users will migrate to other banks. This research will also give electronic banks the expectations of users, which will help electronic banks to improve their services (Jun and Cai, 2001).


Research methodology is an important step for any research. Although both qualitative and quantitative methodologies are good for this type of assessment, this proposal uses the qualitative methodology for better analysis. The data for this analysis will mainly be collected through questionnaires. The questionnaires will be distributed through online means to the targeted respondents. The targeted respondents will need to be potential users of electronic banking or have good knowledge of electronic banking. This research will target bank staffs, lecturers, farmers, and the illiterate in the society. This will give results that are both true and realistic concerning the quality of service of electronic banking systems. The data will be analyzed using SPSS and other business analysis tools. The analysis will be tabulated and graphed for easy visualization of the result. The graphs and tables will give readers easy time in understanding the perception of the public concerning electronic banking systems (Kenova and Jonasson, 2006).

The Main Steps in
the Process
of Research

Although this research can be conducted at any time of the year, it will be appropriate when conducted at the time when online business activities are at peak. Festive seasons are the best times for this research as many economic activities and money transfer activities will be at peak. This economic environment will help respondents to give accurate results regarding the quality of the service (Jun and Cai, 2001).

The first step in this research will be to conduct the various universities to seek permission to send questionnaires to the lecturers in the economics and banking department. The questionnaires can also be sent to lecturers in the computing and information technology department. After this, the researcher will need to form sample the questionnaire to be used to collect the results. The researcher will then send the questionnaire to the targeted respondents for feedback. After data collection, the researcher will need to analyze the data using data analysis tools to give overall view on the quality of electronic banking systems (Kenova and Jonasson, 2006).


Dena Ringold et al. (2012). Citizens and service delivery: assessing the use of social accountability approaches in the human development sectors. Washington, DC: World Bank.

Aljunaid, N. M. (2006). Electronic service quality satisfaction, trust and loyalty: a study on online banking in penang. Thesis submitted in Partial fulfilment of the requirements for the degree of Master of business administration , 1-96.

Bebli, R. S. (n.d.). The Impact of internet banking service quality on customer satisfaction in the banking sector of Ghana. Thesis for the Master’s degree in Business Administration (Part-Time), 1-44.

Hamadi, C. (2010). The Impact of Quality of Online Banking on Customer Commitment. Communications of the IBIMA, 1-8.

Jun, M., & Cai, S. (2001). The key determinants of Internet banking service quality: a content analysis. International journal of bank marketing , 276-291.

Kenova, V., & Jonasson, P. (2006). Quality Online Banking Services. Bachelor’s Thesis in Business Administration , 1-74.

Kondabagil, J. ( 2007). Risk management in electronic banking : concepts and best practices. Singapore: John Wiley & Sons Asia.

Simon Gyasi Nimako, N. K. (2013). Customer Satisfaction With Internet Banking . International journal of scientific & technology research, 165-175.

Wang, C., & Wang, Z. (2006). Impact of Internet one service quality in the banking sector . Master thesis, Continuation courses Electronic commerce, 1-68.

Williams, D. D., Howell, S. L., & Hricko, M. ( 2006). Online assessment, measurement, and evaluation: emerging practices. Hershey, Pa.: Information Science Pub.