Zhang,Tingting <br/><br/>
Relationship between online service quality and customer satisfaction in banking sector  
Tingting Zhang; Supervisor: Ebru Güneren 
 - Nicosia  Cyprus International University,  2005 
 - VII, 51 p.  30.5 cm 
<br/><br/>Includes references. (52-54 p.) 
<br/><br/> Introduction   1  E-Commerce   1  Role of E-commerce and Activities   2  Customer Satisfaction in E-Commerce   4  Service Quality in E-commerce   5  Relationship between Customer Satisfaction and Service Quality    5  Measuring Online Service Quality   6  Problem Discussion   7  Demarcations   10  Customer Satisfaction   12  Definition of Customer Satisfaction   12  Satisfaction Formation   13  Determinant of Customer Satisfaction   15  Updated DeLone &McLean IS Success Model for End User Satisfaction   15  Model for Expectation-Disconfirmation Effects on Web -Customer Satisfaction(EDEWS)  18  Service Quality  21  Service Quality and Satisfaction   22  Models Showing the Link between Service Quality Measurement and Satisfaction   23  Definition of Service Quality   25  Traditional Service Quality Dimensions   25  Online Service Quality Dimensions   25  Service Quality Model of Internet Banking   38  Relationship between Service Quality and Customer Satisfaction   40  Online Service Quality and Customer Satisfaction   40  Conceptual Framework   41  Conclusions   44  References   46 
<br/><br/> '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.' 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Internet banking<br/>İnternet bankacılığı<br/>Service quality<br/>Hizmet kalitesi