Self-service technology options and service quality: the case of online banking services
by Ahmad Jamal, Rangana Malik
J. for Global Business Advancement (JGBA), Vol. 3, No. 4, 2010

Abstract: Despite the significant growth in the use of technology-based self-service options by organisations, there exists only limited research investigating the customer interactions with such service options. This study tests two of the service quality models proposed by Dabholkar using actual users of online banking services. Findings indicate that speed of delivery, ease of using online banking services, enjoyment and attitude towards technological products are important predictors of service quality. Service quality is also related positively to intentions to use, recommendation to others and to overall satisfaction. Some of the findings and implications for bank managers are discussed.

Online publication date: Wed, 13-Oct-2010

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