Meta-analysis of e-banking service quality and customer satisfaction

Purpose – This paper involves a meta-analysis of research that has focused primarily on the relationship between e-banking service quality and customer satisfaction to explore the significance of the findings. Design/methodology/approach – The publications were selected on the basis of their specific analysis and the subsequent results. The number of published papers was further reduced to studies that were consistent as to the instruments used to measure the variables this narrowed the number down to a sample of eleven (11) papers. A meta-analysis was conducted on these eleven studies to assess the relative level of effect sizes. Findings – The results confirm the presence of a relationship across the studies with an overall effect size of 0.14 [0.13, 0.14] under the classical (traditional) meta-analysis. Under the Bayesian met-analysis the overall average effect size was 0.13, 95% HDI [-0.03, 0.25]. The Bayes factor for heterogeneity indicated that there was strong evidence for the presence of heterogeneity (BFrf =48.443). Research limitations/implications – A limitation is that there were a small number of studies examined, however, the criteria were very specific intended to capture the most relevant data. An implication from this paper is that it highlights the differences between the findings produce by Classical meta-analysis and Bayesian meta-analysis and in that regard provides for future research considerations.