{"id":"https://openalex.org/W2790596672","doi":null,"title":"MEASURING AND MODELLING INTERNET BANKING SERVICE QUALITY IN SOUTH AFRICA","display_name":"MEASURING AND MODELLING INTERNET BANKING SERVICE QUALITY IN SOUTH AFRICA","publication_year":2017,"publication_date":"2017-01-01","ids":{"openalex":"https://openalex.org/W2790596672","mag":"2790596672"},"language":"en","primary_location":{"id":"pmh:oai:dergipark.org.tr:article/405407","doi":null,"is_oa":true,"landing_page_url":"https://dergipark.org.tr/tr/pub/ijebeg/issue/36106/405407","pdf_url":"https://dergipark.org.tr/tr/pub/ijebeg/issue/36106/405407","source":{"id":"https://openalex.org/S4306401840","display_name":"DergiPark (Istanbul University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I67581229","host_organization_name":"Istanbul University","host_organization_lineage":["https://openalex.org/I67581229"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["doaj"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://dergipark.org.tr/tr/pub/ijebeg/issue/36106/405407","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5002192423","display_name":"Ephrem Habtemichael Redda","orcid":"https://orcid.org/0000-0002-0233-1968","observed_orcids":["https://orcid.org/0000-0002-0233-1968"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Redda, Ephrem Habtemichael","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5072349146","display_name":"J. Surujlal","orcid":"https://orcid.org/0000-0003-0604-4971","observed_orcids":["https://orcid.org/0000-0003-0604-4971"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Surujlal, Jhalukpreya","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.395,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":{"value":0.73987453,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":93},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.0026000000070780516,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/online-banking","display_name":"internet banking","score":0.9369999766349792},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9679999947547913},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7760000228881836},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9909999966621399},{"id":"https://openalex.org/keywords/customer-value","display_name":"customer value","score":0.9789999723434448},{"id":"https://openalex.org/keywords/service-quality-evaluation","display_name":"service quality evaluation","score":0.5870000123977661},{"id":"https://openalex.org/keywords/south-african-banking-sector","display_name":"South African banking sector","score":0.722000002861023},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.5960000157356262}],"concepts":[{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.6494201421737671},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5769847631454468},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5346825122833252},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5201864242553711},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.449226975440979},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.33689260482788086},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.33060309290885925},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2758496403694153},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2684963345527649},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.04473552107810974},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"pmh:oai:dergipark.org.tr:article/405407","doi":null,"is_oa":true,"landing_page_url":"https://dergipark.org.tr/tr/pub/ijebeg/issue/36106/405407","pdf_url":"https://dergipark.org.tr/tr/pub/ijebeg/issue/36106/405407","source":{"id":"https://openalex.org/S4306401840","display_name":"DergiPark (Istanbul University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I67581229","host_organization_name":"Istanbul University","host_organization_lineage":["https://openalex.org/I67581229"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:repository.nwu.ac.za:10394/27488","doi":null,"is_oa":true,"landing_page_url":"http://www.sobiad.org/ejournals/journal_ijebeg/2017_no_1-2.htm","pdf_url":"http://hdl.handle.net/10394/27488","source":{"id":"https://openalex.org/S4306402268","display_name":"Boloka Institutional Repository (North-west University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I114027177","host_organization_name":"University of North Carolina at Chapel Hill","host_organization_lineage":["https://openalex.org/I114027177"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"},{"id":"pmh:oai:dergipark.gov.tr:article/405407","doi":null,"is_oa":false,"landing_page_url":"http://dergipark.gov.tr/ijebeg/issue/36106/405407","pdf_url":null,"source":{"id":"https://openalex.org/S4306401840","display_name":"DergiPark (Istanbul University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I67581229","host_organization_name":"Istanbul University","host_organization_lineage":["https://openalex.org/I67581229"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"\\n Volume: 9, Issue: 2\\n 137-157\\n \\n","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:c48a902c66bf4c59bf0ec005272e145f","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/c48a902c66bf4c59bf0ec005272e145f","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"International Journal of eBusiness and eGovernment Studies, Vol 9, Iss 2 (2017)","raw_type":"article"}],"best_oa_location":{"id":"pmh:oai:dergipark.org.tr:article/405407","doi":null,"is_oa":true,"landing_page_url":"https://dergipark.org.tr/tr/pub/ijebeg/issue/36106/405407","pdf_url":"https://dergipark.org.tr/tr/pub/ijebeg/issue/36106/405407","source":{"id":"https://openalex.org/S4306401840","display_name":"DergiPark (Istanbul University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I67581229","host_organization_name":"Istanbul University","host_organization_lineage":["https://openalex.org/I67581229"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2790596672.pdf","grobid_xml":"https://content.openalex.org/works/W2790596672.grobid-xml"},"referenced_works_count":31,"referenced_works":["https://openalex.org/W54235218","https://openalex.org/W62824994","https://openalex.org/W1545371441","https://openalex.org/W1689771227","https://openalex.org/W1768959932","https://openalex.org/W1977777040","https://openalex.org/W1982858945","https://openalex.org/W1985929766","https://openalex.org/W1991623719","https://openalex.org/W1994742470","https://openalex.org/W2005364767","https://openalex.org/W2022182846","https://openalex.org/W2026368098","https://openalex.org/W2030180774","https://openalex.org/W2036063909","https://openalex.org/W2073089608","https://openalex.org/W2078332571","https://openalex.org/W2085389299","https://openalex.org/W2087750581","https://openalex.org/W2093332920","https://openalex.org/W2113389069","https://openalex.org/W2115278118","https://openalex.org/W2120931187","https://openalex.org/W2132226603","https://openalex.org/W2150449980","https://openalex.org/W2162388617","https://openalex.org/W2185465859","https://openalex.org/W2185521422","https://openalex.org/W2316110746","https://openalex.org/W2980160090","https://openalex.org/W3106366085"],"related_works":["https://openalex.org/W2990339343","https://openalex.org/W2120237212","https://openalex.org/W2071205902","https://openalex.org/W3039145092","https://openalex.org/W2890532229","https://openalex.org/W2981086781","https://openalex.org/W2315588017","https://openalex.org/W2344653555","https://openalex.org/W2113118987","https://openalex.org/W2801946437"],"abstract_inverted_index":{"The":[0,89,105,137,186],"purpose":[1],"of":[2,13,42,114,129,139],"this":[3,183,200],"study":[4,69],"was":[5,132,145],"to":[6,34,110,123,134,147,191,203],"develop":[7],"a":[8,112],"measuring":[9],"and":[10,26,79,84,103,170,179,194,205],"modelling":[11,87],"instrument":[12],"Internet":[14,44,119,208],"banking":[15,23,45,120,209],"service":[16,165],"quality":[17],"(IBSQ)":[18],"for":[19,37],"the":[20,38,51,68,71,124,127,161],"South":[21],"African":[22],"sector.":[24],"Snowball":[25],"convenience":[27],"sampling,":[28],"both":[29],"non-probability":[30],"techniques":[31],"were":[32,48,64],"used":[33],"recruit":[35],"participants":[36],"study.":[39],"A":[40],"total":[41],"310":[43],"customer":[46,76,100,108,115,130,135,140,143,153,158,167],"responses":[47],"utilised":[49],"in":[50,117,182],"analysis.":[52],"Using":[53],"exploratory":[54],"factor":[55],"analysis":[56,83],"(EFA),":[57],"eight":[58,96],"determinant":[59],"factors":[60],"that":[61,93],"explained":[62],"IBSQ":[63],"extracted.":[65],"Following":[66],"this,":[67],"determined":[70],"causal":[72],"relationship":[73],"amongst":[74,164],"IBSQ,":[75,94],"value,":[77,101,168],"satisfaction":[78,102,109,169],"loyalty":[80,116,144,154,171],"through":[81,157],"correlation":[82],"structural":[85],"equation":[86],"(SEM).":[88],"proposed":[90],"model":[91,106,187,202],"indicates":[92],"comprising":[95],"factors,":[97],"positively":[98],"influences":[99],"loyalty.":[104],"found":[107,146],"be":[111,148],"predictor":[113],"an":[118],"context.":[121],"Contrary":[122],"hypothesised":[125],"model,":[126],"influence":[128,138],"value":[131,141],"limited":[133],"satisfaction.":[136,159],"on":[142],"rather":[149],"weak;":[150],"it":[151],"influenced":[152],"only":[155],"indirectly":[156],"Understanding":[160],"intricate":[162],"relationships":[163],"quality,":[166],"will":[172],"definitely":[173],"enhance":[174],"banks'":[175],"understanding":[176],"consumer":[177],"behaviour":[178],"decision":[180],"making":[181],"digital":[184],"era.":[185],"may":[188],"assist":[189],"bankers":[190],"measure,":[192],"manage":[193],"improve":[195,206],"IBSQ.":[196],"Banks":[197],"could":[198],"utilise":[199],"measurement":[201],"design":[204],"their":[207],"services.":[210]},"counts_by_year":[{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2018-03-29T00:00:00"}