Relationship between online service quality and customer satisfaction in banking sector Tingting Zhang; Supervisor: Ebru Güneren

Yazar: Katkıda bulunan(lar):Dil: İngilizce Yayın ayrıntıları:Nicosia Cyprus International University, 2005Tanım: VII, 51 p. 30.5 cmİçerik türü:
  • text
Ortam türü:
  • unmediated
Taşıyıcı türü:
  • volume
Konu(lar):
Eksik içerik
1 Introduction
1 E-Commerce
2 Role of E-commerce and Activities
4 Customer Satisfaction in E-Commerce
5 Service Quality in E-commerce
5 Relationship between Customer Satisfaction and Service Quality
6 Measuring Online Service Quality
7 Problem Discussion
10 Demarcations
12 Customer Satisfaction
12 Definition of Customer Satisfaction
13 Satisfaction Formation
15 Determinant of Customer Satisfaction
15 Updated DeLone &McLean IS Success Model for End User Satisfaction
18 Model for Expectation-Disconfirmation Effects on Web -Customer Satisfaction(EDEWS)
21 Service Quality
22 Service Quality and Satisfaction
23 Models Showing the Link between Service Quality Measurement and Satisfaction
25 Definition of Service Quality
25 Traditional Service Quality Dimensions
25 Online Service Quality Dimensions
38 Service Quality Model of Internet Banking
40 Relationship between Service Quality and Customer Satisfaction
40 Online Service Quality and Customer Satisfaction
41 Conceptual Framework
44 Conclusions
46 References
Özet: 'Main purpose of the study is to gain a better understanding of the relationship between service quality and customer satisfaction in Internet banking. Based on how service quality dimensions affect customer satisfaction in Internet banking and how the relative importance of the service quality dimensions, which can be described in Internet banking in relation with the customer satisfaction. This study identified several different classifications from different authors for service quality dimensions. Obviously all these classification have their own approaches in order to establish service operation process by which a high level of overall service quality can be acquired. The study also emphasizes on various criteria such as efficiency, reliability, responsiveness, fulfillment and privacy with the objective of achieving service quality and customer satisfaction. ÖZET Bu çalışmanın temel amacı internet bankacılığı alanında hizmet kalitesi ve müşteri tatmini ilişkisinin daha iyi anlaşılabilmesini sağlamaktır.Bu amaçla,hizmet kalitesi boyutlarının ,müşteri tatminini üzerindeki etkilerini ele alan çalışmalar derlenmiştir.Çalışmada hizmet kalitesini farklı sınıflandırmalarla ele alan pek çok çalışma olduğu belirlenmiştir.Tüm bu çalışmalarda ortaya konan sınıflandırmaların her biri hizmet süreçlerinde yüksek kalitenin sağlanması açısından kendilerine özgü yaklaşımlara sahiptirler.Hizmet kalitesinin ve müşteri tatmininin sağlanması açısından bu çalışmanın önlemle üzerinde durduğu kriterler şunlardır:verimlilik ,güvenilirlik,heveslilik,gerçekleştirme ve mahremiyet.'
Materyal türü: Thesis

Includes references. (52-54 p.)

'Main purpose of the study is to gain a better understanding of the relationship between service quality and customer satisfaction in Internet banking. Based on how service quality dimensions affect customer satisfaction in Internet banking and how the relative importance of the service quality dimensions, which can be described in Internet banking in relation with the customer satisfaction. This study identified several different classifications from different authors for service quality dimensions. Obviously all these classification have their own approaches in order to establish service operation process by which a high level of overall service quality can be acquired. The study also emphasizes on various criteria such as efficiency, reliability, responsiveness, fulfillment and privacy with the objective of achieving service quality and customer satisfaction. ÖZET Bu çalışmanın temel amacı internet bankacılığı alanında hizmet kalitesi ve müşteri tatmini ilişkisinin daha iyi anlaşılabilmesini sağlamaktır.Bu amaçla,hizmet kalitesi boyutlarının ,müşteri tatminini üzerindeki etkilerini ele alan çalışmalar derlenmiştir.Çalışmada hizmet kalitesini farklı sınıflandırmalarla ele alan pek çok çalışma olduğu belirlenmiştir.Tüm bu çalışmalarda ortaya konan sınıflandırmaların her biri hizmet süreçlerinde yüksek kalitenin sağlanması açısından kendilerine özgü yaklaşımlara sahiptirler.Hizmet kalitesinin ve müşteri tatmininin sağlanması açısından bu çalışmanın önlemle üzerinde durduğu kriterler şunlardır:verimlilik ,güvenilirlik,heveslilik,gerçekleştirme ve mahremiyet.'

1 Introduction

1 E-Commerce

2 Role of E-commerce and Activities

4 Customer Satisfaction in E-Commerce

5 Service Quality in E-commerce

5 Relationship between Customer Satisfaction and Service Quality

6 Measuring Online Service Quality

7 Problem Discussion

10 Demarcations

12 Customer Satisfaction

12 Definition of Customer Satisfaction

13 Satisfaction Formation

15 Determinant of Customer Satisfaction

15 Updated DeLone &McLean IS Success Model for End User Satisfaction

18 Model for Expectation-Disconfirmation Effects on Web -Customer Satisfaction(EDEWS)

21 Service Quality

22 Service Quality and Satisfaction

23 Models Showing the Link between Service Quality Measurement and Satisfaction

25 Definition of Service Quality

25 Traditional Service Quality Dimensions

25 Online Service Quality Dimensions

38 Service Quality Model of Internet Banking

40 Relationship between Service Quality and Customer Satisfaction

40 Online Service Quality and Customer Satisfaction

41 Conceptual Framework

44 Conclusions

46 References

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