The Research of Internet Banking Service Quality - A Case Study of Kasikorn Bank
Date Issued
2007
Date
2007
Author(s)
Koosirivaroowan, Leela
DOI
zh-TW
Abstract
Since the growth of the Internet in recent years, e-commerce becomes popular. The growing number of Internet user leads to opportunity in e-commerce. Meanwhile, the number of online-store is growing rapidly. The competition of online trading becomes aggressive. Due to Internet banking is the part of e-commerce, Internet banking also faces off this circumstance. Therefore, Internet bank must improve Internet banking service quality to keep the customers whom are using Internet bank’s service.
In reviewing many related articles, this research integrates service quality, online service quality, and Internet banking service quality concepts in order to develop new Internet banking service quality model. Furthermore, this research uses one Thai Internet banking as a model to find out the Internet banking service quality dimensions including reliability, ease of use, responsiveness, and service portfolio and develop a questionnaire to measure the Internet banking service quality.
Finally, according to the result, this research believes the research framework and serves as a guideline for Internet banks so that they can better understand the criterion their customers use to evaluate Internet banking service quality. Moreover, this research also hopes that Internet banks will adopt Internet banking service quality scales and suggestion this research developed to improve Internet banking service quality.
Subjects
網路銀行
服務品質
網際網路
Internet banking
service quality
Internet
Type
other
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