| Summary: | Thesis (MBA)--Stellenbosch University, 2003. === ENGLISH ABSTRACT: The internet is widely regarded as a major driving force that is changing the business
environment in terms of industry boundaries, competitive forces, and the character of business
practices. Electronic commerce on the internet provides businesses and consumers with an
alternative choice to conduct their business transactions. In the services research literature the
component of electronic commerce that receives the most attention, is the business-to-business
component. This study focuses on the business-to-consumer component, with special
reference to the service quality of internet banking in South Africa.
The literature study investigates extant literature on the internet and electronic commerce,
service quality as applied to an internet-based consumer-business interaction, and the current
state of the internet banking environment in South Africa. The literature study is supported by
statistics on the current internet access, and how this affects the adoption of internet banking in
South Africa. Statistics on the current internet banking environment is also presented and
discussed.
The empirical study focuses on the service quality of internet banking in South Africa. The
research instrument is a checklist-based questionnaire and it is applied to the internet sites of
the four major banks, namely Amalgamated Banks of South Africa, Standard Bank, Nedbank,
and First National Bank. The result of the evaluation yielded data that is useful to determine
the qualitative nature of the banks' internet offerings in terms of ease of use, functionality and
extra mile service. It also provides a measure of the comparative nature of the internet sites of
the banks.
Recommendations relating to improved service quality in internet banking are suggested and
areas of future research are identified. === AFRIKAANSE OPSOMMING: Die internet word alom beskou as 'n hoof dryfkrag vir die verandering van die besigheidsomgewing
in terme van die industrie grense, kompiterende dryfkragte en die aard van die
besigheids praktyke. Elektroniese besigheid via die internet verskaf aan besighede en hulle
kliente alternatiewe metodes om besigheid-transaksies te beklink. Die komponent van
elektroniese besigheid wat tans die meeste navorsings-aandag geniet, is die besigheid-tot-besigheid
komponent. Die fokus van hierdie studie is op die besigheid-tot-klient komponent,
met spesiale verwysing na die dienste kwaliteit van internet-bankwese in Suid Afrika.
Die literatuur studie fokus op huidige literatuur aangaande die internet en elektroniese
besigheid, dienste kwaliteit soos toegepas op die internet-gebaseerde klient-besigheid
interaksie, en die huidige toestand van die internet bankwese in Suid Afrika. Die literatuur
studie word gerugsteen deur statistiek aangaande die huidige internet toegangklikheid, en hoe
dit die aansluiting van internet bankwese in Suid Afrika beinvloed. Statistiek wat die huidige
internet bankwese in Suid Afrika beskryf word ook aangebied en bespreek.
Die empiriese studie fokus op die dienste kwaliteit van internet bankwese in Suid Afrika. Die
navorsings instrument was 'n oorsiglys-gebaseerde vraelys wat aangewend was op die internet
webtuistes van die vier grootste banke in Suid Afrika, naamlik Amalgamated Banks of South
Africa, Standard Bank, Nedbank, and Eerste Nasionale Bank. Die resultaat van die evaluasie
het data opgelewer wat nuttig is om die gebruiks vriendelikheid, funksionaliteit, en die
kwaliteit van hulle aanvullende internet dienste te bepaal. Dit het ook 'n maatstaf van die
kompiterende aard van die banke se internet webtuistes verskaf.
Die studie word afgesluit met voorstelle wat kan dien om die dienste kwaliteit van internet
bankwese te verbeter en voorstelle vir toekomstige navorsing word aangebied.
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