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The Key Determinants of Internet Banking Service Quality

This document summarizes a research paper that analyzed customer feedback on critical incidents in internet banking to identify the key determinants of internet banking service quality. It identified 17 dimensions of service quality across 3 categories: customer service quality (including reliability, responsiveness, competence), online systems quality (including content, accuracy, ease of use), and banking service product quality (including product variety). The most frequently mentioned factors were reliability, responsiveness, access, and accuracy. The research provided recommendations to improve internet banking service quality and increase customer satisfaction.

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Danyal Khan
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171 views1 page

The Key Determinants of Internet Banking Service Quality

This document summarizes a research paper that analyzed customer feedback on critical incidents in internet banking to identify the key determinants of internet banking service quality. It identified 17 dimensions of service quality across 3 categories: customer service quality (including reliability, responsiveness, competence), online systems quality (including content, accuracy, ease of use), and banking service product quality (including product variety). The most frequently mentioned factors were reliability, responsiveness, access, and accuracy. The research provided recommendations to improve internet banking service quality and increase customer satisfaction.

Uploaded by

Danyal Khan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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The key determinants of Internet banking

service quality: a content analysis


http://www.emeraldinsight.com/doi/abs/10.1108/02652320110409825
Author(s):
Minjoon Jun (Associate Professor, Management Department, New Mexico State University, Las Cruces,
New Mexico, USA)
Shaohan Cai (Doctoral Candidate, Management Department, New Mexico State University, Las Cruces,
New Mexico, USA)
Citation:
Minjoon Jun, Shaohan Cai, (2001) "The key determinants of Internet banking service quality: a content
analysis", International Journal of Bank Marketing, Vol. 19 Iss: 7, pp.276 - 291
DOI
http://dx.doi.org/10.1108/02652320110409825
Downloads:
The fulltext of this document has been downloaded 12474 times since 2006
Abstract:
Focuses on the issues associated with Internet banking service quality. Customer anecdotes of critical
incidents in Internet banking were contentanalyzed. Identified a total of 17 dimensions of Internet banking
service quality, which can be classified into three broad categories customer service quality, banking
service product quality, and online systems quality. The derived dimensions include: for customer service
quality, ten dimensions such as reliability, responsiveness, competence, courtesy, credibility, access,
communication, understanding the customer, collaboration, and continuous improvement; for online systems
quality, six dimensions such as content, accuracy, ease of use, timeliness, aesthetics, and security; and for
banking service product quality, one dimension of product variety/diverse features. Also revealed that, in
terms of frequency of references to the 17 dimensions, no substantial differences exist between Internet
only banks and traditional banks offering Internet banking service. The most frequently mentioned
dimensions, as the main sources of satisfaction or dissatisfaction, were reliability, responsiveness, access,
and accuracy. Some suggestions and recommendations were provided to improve the Internet banking
service quality and, in turn, customer satisfaction.
Keywords:
Internet, Banking, Service quality, Customer service
Type:
Research paper

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