Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia

Figures & data

Figure 1. Antecedents of customer Satisfaction and Consequences.

Table 1. Respondents Profile

Characteristic	Responses	Frequency	Valid Percent
Gender	Male	214	68.2
	Female	100	31.8
Age Group	20 to 29 years	85	27.1
	30 to 39 years	193	61.5
	40 to 49 years	24	7.6
	50 and above	12	3.8
Education Level	Form 5/Grade 12 and below	15	4.8
	Certificate	5	1.6
	Diploma	48	15.3
	Undergraduate degree	150	47.8
	Postgraduate degree	96	30.6
Length of Online Banking use	Less than 3 months	30	9.6
	3 to 12 months	51	16.2
	Greater than 12 months	233	74.2
Online Transactions Frequency	1 to 9 times	216	68.8
	10 to 19 times	60	19.1
	20 and above	38	12.1
Which bank?	FNB	53	16.9
	ABSA	36	11.5
	STANDARD CHARTERED	38	12.1
	STANBIC	33	10.5
	ZANACO	51	16.2
	ATLAS MARA	33	10.5
	INVESTRUST	21	6.7
	INDO ZAMBIA	22	7
	ECO	14	4.5
	CAVMONT	4	1.3
	UBA	5	1.6
	ACCESS	4	1.3
	Total	314	100

Table 2. Reliability Statistics

Variable	Items	Cronbach’s Alpha
Factor 1: Website Attributes	2	0.759
Factor 2: Reliability	2	0.864
Factor 3: Responsiveness	2	0.842
Factor 4: Fulfilment	4	0.918
Factor 5: Efficiency	3	0.809
Factor 6: Privacy	2	0.895
Factor 7: Security	3	0.736
Factor 8: Customer Satisfaction	4	0.930
Factor 9: Customer Loyalty	2	0.925

Table 3. Correlation Matrix

#	Variable	Mean	Std. Dev	N	1	2	3	4	5	6	7	8	9	10	11
1	Customer Loyalty	3.954	1.008	314	—
2	Customer Satisfaction	3.772	0.898	314	.871**	—
3	Gender	0.320	0.467	314	.120*	.149**	—
4	Age Group	1.880	0.698	314	0.051	0.045	−.257**	—
5	Education Level	4.140	0.881	314	0.034	−0.007	−0.068	.135*	—
6	Security	2.437	0.856	314	−.151**	−.126*	−.139*	−0.001	−0.019	—
7	Website Attributes	3.705	0.865	314	.500**	.489**	0.091	−0.029	0.053	−.114*	—
8	Privacy	3.696	0.955	314	.552**	.547**	.200**	−0.08	−0.007	−.146**	.595**	—
9	Responsiveness	3.205	0.905	314	.538**	.552**	0.072	0.069	0.019	−0.071	.405**	.481**	—
10	Efficiency	3.488	0.863	314	.558**	.595**	0.091	0.009	−0.007	−.129*	.546**	.630**	.579**	—
11	Fulfilment	3.682	0.892	314	.612**	.614**	0.073	0.092	0.102	−0.100	.557**	.636**	.581**	.642**	—
12	Reliability	3.737	0.891	314	.643**	.636**	0.087	0.012	0.054	−.136*	.622**	.675**	.613**	.647**	.716**

**Correlation is significant at the 0.01 level (2-tailed). * Correlation is significant at the 0.05 level (2-tailed).

Table 4. Regression Analyses with Customer Satisfaction as Outcome

Variables	Model 1		Model 2		Model 3		Model 4
	Beta	SE(1)	Beta	SE(2)	Beta	SE(3)	Beta	SE(4)
Variables	Model 5		Model 6		Model 7		Model 8
Beta	SE(5)	Beta	SE(6)	Beta	SE(7)	Beta	SE(8)	VIF
Control Variables
Gender	0.172**	0.111	0.156**	0.112	0.121*	0.099	0.070	0.094
Age Group	0.089	0.075	0.085	0.075	0.093	0.066	0.103*	0.062
Education Level5	-0.001	0.052	0.000	0.052	-0.027	0.046	-0.014	0.043
Independent Variables
Security			-0.104	0.059	-0.055	0.052	-0.031	0.049
Website Attributes					0.476***	0.051	0.253***	0.059
Privacy							0.386***	0.055
Responsiveness
Efficiency
Fulfilment
Reliability
F	3.151*		3.238*		21.837***		28.046***
F Change	3.151*		3.425		92.406***		43.886***
R	0.172		0.201		0.512		0.595
R squared	0.030		0.040		0.262		0.354
Adjusted R square	0.020		0.028		0.250		0.341
R squared change	0.030		0.011		0.221		0.092
Control Variables
Gender	0.068	0.088	0.073	0.085	0.076	0.083	0.082	0.082	1.131
Age Group	0.067	0.058	0.062	0.056	0.040	0.056	0.042	0.055	1.129
Education Level5	-0.011	0.040	-0.002	0.039	-0.018	0.038	-0.014	0.038	1.041
Independent Variables
Security	-0.033	0.046	-0.025	0.045	-0.026	0.044	-0.019	0.043	1.044
Website Attributes	0.191***	0.056	0.139*	0.056	0.100	0.056	0.056	0.057	1.869
Privacy	0.257***	0.054	0.168**	0.056	0.097	0.058	0.050	0.059	2.402
Responsiveness	0.339***	0.05	0.256***	0.052	0.200***	0.053	0.154**	0.054	1.833
Efficiency			0.254***	0.063	0.195**	0.064	0.173**	0.063	2.272
Fulfilment					0.245***	0.063	0.180**	0.065	2.604
Reliability							0.221**	0.070	2.982
F	34.129***		33.685***		33.047***		31.650***
F Change	45.974***		17.611***		15.303***		10.135**
R	0.662		0.685		0.703		0.715
R squared	0.438		0.469		0.495		0.511
Adjusted R square	0.426		0.455		0.480		0.495
R squared change	0.084		0.031		0.025		0.016

***Sig. at the 0.1% level

** Sig. at the 1% level

* Sig. at the 5% level

Table 5. Hypotheses Testing Summary of Results

#	Hypothesis	Statistic	Test	Results
H1	Security has a negative influence on customer satisfaction	Beta = −0.019	Regression	Not supported
H2	Website attributes have a positive effect on customer satisfaction	Beta = 0.056	Regression	Not supported
H3	Privacy has a positive relationship with customer satisfaction	Beta = 0.050	Regression	Not supported
H4	Responsiveness has a positive effect on customer satisfaction	Beta = 0.154*	Regression	supported
H5	Efficiency has a positive effect on customer satisfaction	Beta = 0.173**	Regression	supported
H6	Fulfilment is positively related to customer satisfaction	Beta = 0.180**	Regression	supported
H7	Reliability has a positive influence on customer satisfaction	Beta = 0.221**	Regression	supported
H8	Customer Satisfaction has a positive association with Customer Loyalty	R = 0.871**	Correlation	supported

**sig at 0.01 (1 percent)

*sig at 0.05 (5 percent)