Customers perception towards (digital) internet banking in New Zealand

Vinod Surendran & Sanjeev Acharya

http://doi.org/10.34074/sitj.13305

Abstract

"This study investigates various service quality dimensions that influence the customers’ perception of digital banking in New Zealand using a quantitative approach. The data for the study is collected using structured questionnaires from 304 participants residing in New Zealand. It used correlation, ANOVA, multiple regression and Kruskal Wallis’ test to analyse the effect of different quality dimensions of customers perception. The research found that the speed of transactions and accessibility were the most significant variables that positively affect the customers’ satisfaction. The findings from this study can be beneficial for the banks, other financial institutions, and the central bank while formulating various financial policies and strategies on digital banking and achieve higher customers satisfaction."