The Impact of Service Quality on Customer Satisfaction in Internet Banking
S. Fatemeh Sakhaei,Ahmad J. Afshari,Ezzatollah Esmaili +2 more
- Vol. 09, Iss: 01, pp 33-40
TLDR
In this article, a hybrid model based on the previous works has been proposed to investigate service quality indexes in Internet Banking and six service quality dimensions namely reliability, efficiency, responsiveness, fulfillment, security/privacy, and website design have been established based on literature review.Abstract:
This paper presents a study to investigate service quality indexes in Internet Banking. This is an applied research study of descriptive-surveying kind .The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Iran .To study the relation between service quality and customer satisfaction, first a hybrid model based on the previous works has been proposed. Six service quality dimensions namely reliability, efficiency, responsiveness, fulfillment, security / privacy and website design have been established based on the literature review. The data were gathered through survey interview by a questionnaire that was designed on a 5-Point Likert scale .This study evaluated influence of service quality on customer satisfaction in Internet Banking .The study shows that the Six service quality dimensions has meaningful relationship with customer satisfaction in Internet Banking and reliability has most relation and website design has least relation to customer satisfaction.read more
Citations
More filters
Journal ArticleDOI
Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model
TL;DR: In this paper, the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs is examined, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM) and convergent validity and discriminant validity were assessed.
Journal ArticleDOI
Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O-based mobile shopping application
TL;DR: It is confirmed that qualified information and services of O2O MSAs positively affect both perceived privacy protection and customer satisfaction, which finally lead to customer loyalty through the lens of the information systems success model.
Journal Article
Impact of Internet Banking Service Quality on Customer Satisfaction
Sadaf Firdous,Rahela Farooqi +1 more
TL;DR: In this article, an exploratory survey with the help of a Likert based questionnaire was conducted to investigate the impact of internet banking service quality on customer satisfaction in New Delhi.
Journal ArticleDOI
Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers
TL;DR: In this paper, a study aimed at examining the influence of service quality (internet service quality) on customer loyalty through the mediating effect of customer satisfaction is presented, which indicated that internet service quality has a positive influence on customer satisfaction which in its turn can influence the level of customer loyalty.
References
More filters
Journal ArticleDOI
Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge
TL;DR: In this paper, the authors review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
Journal ArticleDOI
eTailQ: dimensionalizing, measuring and predicting etail quality
Mary Wolfinbarger,Mary C. Gilly +1 more
TL;DR: In this article, the authors established the dimensions of the etail experience, and developed a reliable and valid scale for the measurement of etail quality based on online and offline focus groups, a sorting task, and an online survey of a customer panel.
Journal ArticleDOI
Exploring the factors associated with Web site success in the context of electronic commerce
Chang Liu,Kirk P. Arnett +1 more
TL;DR: Four factors that are critical to Web site success in EC were identified: information and service quality, system use, playfulness, and system design quality.
Journal ArticleDOI
SiteQual: an integrated measure of Web site quality
Harold W. Webb,Linda A. Webb +1 more
TL;DR: The development and testing of an instrument for obtaining user feedback on the overall quality of B2C electronic commerce Web sites, SITEQUAL, is discussed and the use of Web site quality factors for measurement of consumer expectations and perceptions, determining Web site requirements, and guiding the testing process is suggested.