Shah, Mahmood, Waqar, Ahmed, Pace, Stefano and Morabito, Vincenzo (2009) Managerial Gaps in e-Banking Quality Drivers: An Empirical Assessment. In: INTERNATIONAL ACADEMY OF E-BUSINESS, 9th Annual International Conference., April 9 - 12, 2009, Hawaii.
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Providing quality service to the customer is a main issue for e-banking. The extant literature on e-services has preferentially examined quality factors as perceived by customers. On the other hand, quality depends on the managerial perceptions about quality drivers and the decisions that would follow from these perceptions. According to SERVQUAL - the most known service quality model - any gaps between management’s and customers’ perceptions would affect the experienced quality and then the customer satisfaction. The aim of this paper is to explore how bank managers perceive quality drivers for e-banking through a preliminary empirical survey.
|Item Type:||Conference or Workshop Item (Paper)|
|Uncontrolled Keywords (separate with ;):||Electronic Banking; Internet; Quality; Quality Gaps|
|Subjects:||H Social Sciences > HF Commerce|
|Schools:||College of Business, Law & Applied Social Studies > Lancashire Business School|
|Deposited By:||Carmit Erez|
|Deposited On:||24 Jul 2012 07:54|
|Last Modified:||16 Apr 2014 12:45|
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