{"id":"https://openalex.org/W3015514540","doi":"https://doi.org/10.1007/978-3-030-44999-5_19","title":"Online Banking Service Quality: A South African E-S-QUAL Analysis","display_name":"Online Banking Service Quality: A South African E-S-QUAL Analysis","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W3015514540","doi":"https://doi.org/10.1007/978-3-030-44999-5_19","mag":"3015514540"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-44999-5_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-44999-5_19","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://inria.hal.science/hal-03222845","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5044435575","display_name":"Mathias Mujinga","orcid":"https://orcid.org/0000-0001-6560-8082"},"institutions":[{"id":"https://openalex.org/I165390105","display_name":"University of South Africa","ror":"https://ror.org/048cwvf49","country_code":"ZA","type":"education","lineage":["https://openalex.org/I165390105"]}],"countries":["ZA"],"is_corresponding":true,"raw_author_name":"Mathias Mujinga","raw_affiliation_strings":["School of Computing, University of South Africa, Johannesburg, South Africa"],"raw_orcid":"https://orcid.org/0000-0001-6560-8082","affiliations":[{"raw_affiliation_string":"School of Computing, University of South Africa, Johannesburg, South Africa","institution_ids":["https://openalex.org/I165390105"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5044435575"],"corresponding_institution_ids":["https://openalex.org/I165390105"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":22,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"228","last_page":"238"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.9937999844551086,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9871000051498413,"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/business","display_name":"Business","score":0.7417759299278259},{"id":"https://openalex.org/keywords/electronic-banking","display_name":"Electronic banking","score":0.6405041217803955},{"id":"https://openalex.org/keywords/competition","display_name":"Competition (biology)","score":0.6362274885177612},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.617650032043457},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5904268622398376},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5798449516296387},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5705951452255249},{"id":"https://openalex.org/keywords/retail-banking","display_name":"Retail banking","score":0.5394042730331421},{"id":"https://openalex.org/keywords/scale","display_name":"Scale (ratio)","score":0.49973034858703613},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.47222188115119934},{"id":"https://openalex.org/keywords/financial-services","display_name":"Financial services","score":0.4655291438102722},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.41147249937057495},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.29324498772621155},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.19450074434280396},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.1135912537574768}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7417759299278259},{"id":"https://openalex.org/C2987677221","wikidata":"https://www.wikidata.org/wiki/Q188506","display_name":"Electronic banking","level":3,"score":0.6405041217803955},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.6362274885177612},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.617650032043457},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5904268622398376},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5798449516296387},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5705951452255249},{"id":"https://openalex.org/C156152238","wikidata":"https://www.wikidata.org/wiki/Q1548025","display_name":"Retail banking","level":2,"score":0.5394042730331421},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.49973034858703613},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.47222188115119934},{"id":"https://openalex.org/C139043278","wikidata":"https://www.wikidata.org/wiki/Q837171","display_name":"Financial services","level":2,"score":0.4655291438102722},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.41147249937057495},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.29324498772621155},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.19450074434280396},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1135912537574768},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1007/978-3-030-44999-5_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-44999-5_19","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},{"id":"pmh:oai:HAL:hal-03222845v1","is_oa":true,"landing_page_url":"https://inria.hal.science/hal-03222845","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"19th Conference on e-Business, e-Services and e-Society (I3E), Apr 2020, Skukuza, South Africa. pp.228-238, ⟨10.1007/978-3-030-44999-5_19⟩","raw_type":"info:eu-repo/semantics/conferenceObject"},{"id":"pmh:oai:oskar-bordeaux.fr:20.500.12278/27477","is_oa":true,"landing_page_url":"https://oskar-bordeaux.fr/handle/20.500.12278/27477","pdf_url":null,"source":{"id":"https://openalex.org/S4306402569","display_name":"Oskar-Bordeaux (Universite de Bordeaux)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"Communication dans un congr\u00e8s avec actes"},{"id":"pmh:oai:pubmedcentral.nih.gov:7134237","is_oa":true,"landing_page_url":"https://www.ncbi.nlm.nih.gov/pmc/articles/7134237","pdf_url":null,"source":{"id":"https://openalex.org/S2764455111","display_name":"PubMed Central","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Responsible Design, Implementation and Use of Information and Communication Technology","raw_type":"Text"}],"best_oa_location":{"id":"pmh:oai:HAL:hal-03222845v1","is_oa":true,"landing_page_url":"https://inria.hal.science/hal-03222845","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"19th Conference on e-Business, e-Services and e-Society (I3E), Apr 2020, Skukuza, South Africa. pp.228-238, ⟨10.1007/978-3-030-44999-5_19⟩","raw_type":"info:eu-repo/semantics/conferenceObject"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.47999998927116394}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":30,"referenced_works":["https://openalex.org/W119342983","https://openalex.org/W616284170","https://openalex.org/W1528551040","https://openalex.org/W1535597403","https://openalex.org/W1549054775","https://openalex.org/W1608315453","https://openalex.org/W1689771227","https://openalex.org/W1963608071","https://openalex.org/W1965455037","https://openalex.org/W1965574139","https://openalex.org/W1996137064","https://openalex.org/W1997272869","https://openalex.org/W2001747093","https://openalex.org/W2014785764","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2055077282","https://openalex.org/W2055570665","https://openalex.org/W2098116649","https://openalex.org/W2108526624","https://openalex.org/W2151694441","https://openalex.org/W2425102595","https://openalex.org/W2466395019","https://openalex.org/W2511160062","https://openalex.org/W2515217574","https://openalex.org/W2894740897","https://openalex.org/W2942774403","https://openalex.org/W3193532866","https://openalex.org/W4240969601","https://openalex.org/W4250040931"],"related_works":["https://openalex.org/W4315697828","https://openalex.org/W4310005673","https://openalex.org/W2092082265","https://openalex.org/W2006153679","https://openalex.org/W2992936500","https://openalex.org/W2302325915","https://openalex.org/W3018753752","https://openalex.org/W2887757738","https://openalex.org/W4391079207","https://openalex.org/W2342248142"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}