Measuring Customer Perceived Service Quality in Internet Banking
Date Issued
2007
Date
2007
Author(s)
Liao, Chen Hsuan-Yu
DOI
en-US
Abstract
The use of information technology had grown exponentially. Information technology is a tool to achieve competitive advantage, and Internet is an important part of that information technology. Internet enables organization new ways to offer their product and services. Internet also offers benefits to both the supplier and the customers in the web-based environment. This encourages business to pay close attention on how they can benefits from the growth of Internet and its usage. Internet banking is a demand-driven industry, therefore it is important to have good service quality in order to differentiate itself from other service providers.
This research tries to combine dimensions of online service quality and dimensions of Internet banking service quality to develop a framework that can be used to measure modern day Internet banking service. This research uses Taiwan’s Internet banking users as survey targets for its empirical studies. From the empirical studies we would able to find dimensions that are positively related to the overall service quality of Internet banking service quality and develop a scale for the measurement model.
From the research results, this research hope to assist the Internet banking service provider to further understand how customers measure and evaluate Internet banking service quality, so it could help them in improving their Internet service quality standard. This research hopes that the Internet banking service providers can adopt the measurement model to measure their service quality, and adopt the managerial implication to improve the Internet banking service quality level.
Subjects
服務品質
網路銀行
線上服務品質
網路
電子商務
Service Quality
Internet banking
online service quality
Internet
E-Commerce
Type
other
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