| dc.description.abstract | This project study evaluated customer service with online banking service quality in Barclays
Bank Kenya Limited. The conceptual framework adopted for conceptualizing the online banking
dimensions for which customer satisfaction may be evaluated was the online banking service
quality dimensions identified by Parasuraman et al (1991). Methodologically the study was a
case study of the bank that involved the use of a structured questionnaire to collect primary data
from the internal customers (staff). The questionnaires yielded an 86% response rate. The data
was analysed using principal Component analysis (PCA) and Statistical SPSS (version 22.0.0.0)
to eventually give tables and graphs for analysis of the study
During the analysis, the initial conceptual framework was modified and a model was created
with four quality dimensions (service performance, website characteristics, communication and
efficiency) with 17 items therein. The study found that satisfaction levels were high with the
dimensions, service performance and efficiency which showed that they were satisfied with
aspects such as transaction speed, accuracy and privacy of customer information. It was found
that the satisfaction levels were low with the dimensions of website characteristics and
communication which means that they were not satisfied with aspects such as ease of use of the
website, easiness to reach the bank and aesthetics of the site.
The study gave recommendations for practioners to have amendments or changes to ensure the
dimensions of website characteristics and communication were improved to ensure higher levels
of customer satisfaction as the website is the face of the bank in this case where face to face
interaction has been negated from the process. The study also suggested ensuring and
maintaining the dimensions of service performance and efficiency through processed such as
periodic assessment to ensure satisfaction levels do not drop. Since the study has looked at one
organization in one sector, the study has given suggestions that the same study can be mapped
onto research in other organizations in different sectors to evaluate online services. A more
detailed model based on the one used in the study can also be created for study. The study also
suggests that as the study only looked at customer satisfaction in relation to the service quality
dimension, research can be carried out to find out the correlation between the dimensions
themselves. | en_US |
