Perceptions of Electronic Banking Services by Clients in the Limpopo Province of South Africa

Abstract

The study sought to investigate the perceptions of electronic-banking services by clients in the Limpopo Province of South Africa. In this study, bank managers and clients were used as the research subjects. Questionnaires were used as research instruments. The study showed that while electronic-banking has been launched by 90% of South African banks, it showed that customer satisfaction and its relative importance may significantly differ from one e-banking service provider to the other in the same context. Similarly, it has particularly provided insight into the effect of e-banking services on overall user satisfaction. It provides evidence that the provision of superior customer service and the giving of preferential rates for online services are two most important factors that could influence user satisfaction with e-banking services in South Africa. The study recommends that more banks need to ensure that their e-banking services meet and exceed customer expectations to avoid them switching to other banks seeking utmost satisfaction. This could be done through improving services provided. Finally, it is also recommended that future research could use a different methodology and focus on extending the study across many similar banks in different countries and in different service contexts.

DOI: 10.5901/mjss.2014.v5n10p253