Improving client trust and client retention through e-banking

Bomikazi Zeka, Chantal Rootman

Research output: A Conference proceeding or a Chapter in BookConference contributionpeer-review


The evolution of the Internet has changed the way in which business is being conducted, particularly in the banking industry. Electronic banking (e-banking) is an important method of delivering banking services to clients and banks can gain a competitive advantage from the implementation of e-banking. Prior research has indicated that South African banks in particular, pay more attention to and allocate more resources to the acquisition of new clients instead of focusing on retaining clients. It is important to identify how certain ebanking aspects can assist banks in retaining their clients, as the literature investigation has revealed the many benefits that can accrue to banks for retaining clients. Therefore, this paper discusses how e-banking can be used as a mechanism for improving client trust in e-banking facilities and ultimately increasing client
retention in the banking industry. A total of 220 individuals with banks accounts from the Nelson Mandela Bay area were approached to be respondents in an empirical investigation. 186 usable questionnaires were subjected to various statistical analyses, such as exploratory factor analyses and multiple regression
analyses to examine the relationships between e-banking aspects, client trust and client retention. The empirical findings revealed that the e-banking aspects with the most significant influence on client trust and ultimately client retention is Convenience and Fees. Finally, the paper presents recommendations regarding
e-banking and client retention to bank managers.
Original languageEnglish
Title of host publicationContemporary Management in Theory and Practice
Subtitle of host publicationProceedings of the 26th Annual SAIMS Conference
EditorsGA Goldman, CF de Meyer, C Kruger
Place of PublicationSouth Africa
PublisherThe Southern African Institute of Management Scientists (SAIMS)
Number of pages15
ISBN (Print)9780869707845
Publication statusPublished - 2014
Externally publishedYes
Event26th Annual SAIMS Conference - Riverside Resort, Vanberbijlpark, South Africa
Duration: 14 Sept 201417 Sept 2014


Conference26th Annual SAIMS Conference
Country/TerritorySouth Africa


Dive into the research topics of 'Improving client trust and client retention through e-banking'. Together they form a unique fingerprint.

Cite this