Influence of The Quality of E-Banking Services on Customers’ Continuance Intention: A Study with Special Reference to The Federal Bank Ltd

Authors

  • Bindu Joseph

    Research Scholar, Department of Management, Karpagam Academy of Higher Education, Coimbatore, India

  • Dr.T.Y. Ebenezer Paul Rajan

    Associate Professor, Department of Management, Karpagam Academy of Higher Education, Coimbatore, India

How to Cite

Joseph, B. ., & Rajan , D. E. P. . (2025). Influence of The Quality of E-Banking Services on Customers’ Continuance Intention: A Study with Special Reference to The Federal Bank Ltd. International Journal of Accounting and Economics Studies, 12(SI-1), 313-317. https://doi.org/10.14419/dvrmex98

Received date: May 28, 2025

Accepted date: June 6, 2025

Published date: August 28, 2025

DOI:

https://doi.org/10.14419/dvrmex98

Keywords:

Convenience; Continuance Intention; E-banking; Service Quality

Abstract

In recent days, customers have found it easy to access electronic banking, also known as E-banking, at any time and from any location, which has grown to be a crucial part of modern banking. The purpose of this research is to determine how federal e-banking clients in the Ernakulam area perceive the influence that the quality of their e-banking services plays on their intention to continue. The study is descriptive in style and collected data from 158 e-banking customers of Federal Bank. The study utilized the convenience sampling approach to gather the main data. The variables such as dependability, promptness, assurance and security, convenience, and ease of use are used for measuring service quality. The dependent variable, Continuance intention, is measured by using five items. The result showed that there is a favourable connection between e-banking quality of service factors and continuance intention.

References

  1. Angelakopoulos, G., & Mihiotis, A. (2011). E-banking: Challenges and opportunities in the Greek banking sector. Electronic Commerce Research, 11, 297–319.
  2. Application Of Technology Acceptance Model (tam) On Adoption of Food Delivering Applications (apps.) Among University Students In Tamil Nadu (S.T. S & M. Sumathy, Trans.). (2024). RVIM Journal of Management Research, 14(1), 23-26. https://www.rvimjournal.com/index.php/rvim/article/view/67
  3. Arshad Khan, M., & Alhumoudi, H. A. (2022). Performance of e-banking and the mediating effect of customer satisfaction: A structural equation model approach. Sustainability, 14(12), 7224. https://doi.org/10.3390/su14127224
  4. Aslam, W., de Luna, I. R., Asim, M., & Farhat, K. (2023). Do the preceding self-service technologies influence e-banking adoption? IIM Kozhi-kode Society & Management Review, 12(1), 50–66.
  5. Çallı, L. (2023). Exploring e-banking adoption and service quality features through user-generated content: The application of a topic modeling ap-proach to Google Play Store reviews. International Journal of Bank Marketing, 41(2), 428–454.
  6. Gilbert, G. R., Veloutsou, C., Goode, M. M., & Moutinho, L. (2004). Measuring customer satisfaction in the fast food industry: A cross-national approach. Journal of Services Marketing, 18(5), 371–383.
  7. Herskind, L., Katsikouli, P., & Dragoni, N. (2020). Oscausi: Practical private electronic cash from Lelantus and MimbleWimble. Journal of Internet Services and Information Security, 10(2), 16–34.
  8. Indrasari, A., Nadjmie, N., & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic. Inter-national Journal of Data and Network Science, 6(2), 497–508.
  9. Jebarajakirthy, C., & Shankar, A. (2021). Impact of online convenience on e-banking adoption intention: A moderated mediation approach. Journal of Retailing and Consumer Services, 58, 102323. https://doi.org/10.1016/j.jretconser.2020.102323
  10. Kim, H. W., Chan, H. C., & Gupta, S. (2007). Value-based adoption of mobile internet: An empirical investigation. Decision Support Systems, 43(1), 111–126.
  11. Laukkanen, T., & Pasanen, M. (2008). E-banking innovators and early adopters: How they differ from other online users? Journal of Financial Ser-vices Marketing, 13, 86–94.
  12. Maher, A., Eslami, Z., & Ali-Mohammadzadeh, K. (2015). Effect of Hand Hygiene Education on Knowledge, Attitude and Practice of NICU and Pediatric Staff in Zanjan Hospitals. International Academic Journal of Organizational Behavior and Human Resource Management, 2(1), 67–75.
  13. Mehta, P., & Malhotra, K. (2024). Natural language processing for automated extraction of medical terms in electronic health records. Global Jour-nal of Medical Terminology Research and Informatics, 2(2), 1–4.
  14. Mozaffari, M., & Jahanian, R. (2016). Identifying Existentialist Philosophy of Education. International Academic Journal of Social Sciences, 3(2), 148–158.
  15. Okan, A., & Christian, C. (2024). Capture of a new-born Shortfin Mako Shark Isurus oxyrinchus (Lamniformes: Lamnidae), with updated records from the Turkish marine waters. Natural and Engineering Sciences, 9(1), 1–9. https://doi.org/10.28978/nesciences.1472086
  16. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quali-ty. Journal of Retailing, 64(1), 12–40.
  17. Parayil Iqbal, U., Jose, S. M., & Tahir, M. (2023). Integrating trust with extended UTAUT model: A study on Islamic banking customers’ m-banking adoption in the Maldives. Journal of Islamic Marketing, 14(7), 1836–1858.
  18. Rahman, M. A., Pramanik, M. M. H., Hasan, M. M., Ahmed, T., Alam, M. A., Hasan, S. J., ... & Mahmud, Y. (2024). Sixth sanctuary identification research and establishment strategy for enhancing production and conservation management of Hilsa (Tenualosa ilisha) in Bangladesh. International Journal of Aquatic Research and Environmental Studies, 4(1), 37–47. https://doi.org/10.70102/IJARES/V4I1/4
  19. Raj, D. S., & Dharmaraj, A. (2024). Rural women’s saving and investment habits: A study with special reference to Kuttampuzha area, Ernakulam district. Indian Journal of Information Sources and Services, 14(3), 39–44. https://doi.org/10.51983/ijiss-2024.14.3.06
  20. Sandhu, S., & Arora, S. (2022). Customers' usage behaviour of e-banking services: Interplay of electronic banking and traditional banking. Interna-tional Journal of Finance & Economics, 27(2), 2169–2181.
  21. Sharma, M., Banerjee, S., & Paul, J. (2022). Role of social media on e-banking adoption among consumers. Technological Forecasting and Social Change, 180, 121720. https://doi.org/10.1016/j.techfore.2022.121720
  22. Souiden, N., Ladhari, R., & Chaouali, W. (2021). E-banking adoption: A systematic review. International Journal of Bank Marketing, 39(2), 214–241.
  23. Suhartanto, D., Dean, D., Ismail, T. A. T., & Sundari, R. (2020). E-banking adoption in Islamic banks: Integrating TAM model and religiosity-intention model. Journal of Islamic Marketing, 11(6), 1405–1418.
  24. Sumathy, M., & Sujith, T. S. (2018). Effect of brand on customer loyalty among SBI banking customers. International Journal of Scientific Engi-neering and Research, 6(9), 2015–2018.
  25. T. S., S., & C. D., J. (2018). Environmental accounting: A conceptual study. International Journal of Applied Research, 4(12), 147–149.
  26. T. S., S., & C. D., J. (2019). Antecedents of customer or member loyalty in Primary Agricultural Credit Societies in Kerala. Our Heritage, 68(21), 224–232.
  27. T. S., S., & K., M. N. (2019). How mobile and internet banking service experience of Canara Bank influence the youngsters of Thrissur district. In-ternational Journal of Research and Analytical Reviews (IJRAR), 6(2), 792–799.
  28. T. S., S., & Sumathy, M. (2022). Does the co-operatives help rural development in India? Technoarete Transactions on Advances in Social Sciences and Humanities, 2(1), 11–15.
  29. T. S., S., & Sumathy, M. (2022). Technical and scale efficiencies in Primary Agricultural Credit Societies (PACS) in Kerala. International Journal of Advanced Research in Science, Communication and Technology (IJARSCT), 2(1), 476–483. https://doi.org/10.48175/IJARSCT-2982
  30. Usman, H., Projo, N. W. K., Chairy, C., & Haque, M. G. (2022). The exploration role of Sharia compliance in technology acceptance model for e-banking (Case: Islamic bank in Indonesia). Journal of Islamic Marketing, 13(5), 1089–1110.
  31. Yildirim, I., & Ayar, I. (2024). Consumer’s intention to use mobile banking applications as a marketing tool: An integrated TPB and TAM model. International Journal of Eurasia Social Sciences, 15(55), 2146–1961.
  32. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.
  33. Abdullah, D. (2024). Integrating biophilic design in smart urban infrastructure for environmental and public health outcomes. Journal of Smart In-frastructure and Environmental Sustainability, 1(1), 14–22.
  34. Veerappan, S. (2025). Integration of Hydrogen Storage with PV Systems for Off-Grid Power Supply. Transactions on Energy Storage Systems and Innovation, 1(1), 41-49.
  35. Poornimadarshini, S. (2025). Robust audio signal enhancement using hybrid spectral-temporal deep learning models in noisy environments. National Journal of Speech and Audio Processing, 1(1), 30–36.
  36. Surendar, A. (2025). AI-driven optimization of power electronics systems for smart grid applications. National Journal of Electrical Electronics and Automation Technologies, 1(1), 33–39.
  37. Kovács, B., & Szabó, D. (2024). Most Destinations Fail at Innovation: Current issues in Tourism. Journal of Tourism, Culture, and Management Studies, 1(2), 28-37.
  38. Sadulla, S. (2025). Next-generation mRNA vaccines: Immunological mechanisms and challenges in broad-spectrum viral protection. Frontiers in Life Sciences Research, 1(1), 31–37.
  39. NUGRAHA, A. R., & Yekti NUGRAHENI, B. L. (2025). Analyzing the Fraud Diamond Model for Anticipating Financial Statement Manipula-tion: A Study on Registered Non-Financial Firms in the IDX (2018—2021). Quality-Access to Success, 26(206).

Downloads

How to Cite

Joseph, B. ., & Rajan , D. E. P. . (2025). Influence of The Quality of E-Banking Services on Customers’ Continuance Intention: A Study with Special Reference to The Federal Bank Ltd. International Journal of Accounting and Economics Studies, 12(SI-1), 313-317. https://doi.org/10.14419/dvrmex98

Received date: May 28, 2025

Accepted date: June 6, 2025

Published date: August 28, 2025