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Service Satisfaction for Consumer Le...

Rajchel, Eric.

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Service Satisfaction for Consumer Lending in an Online Environment.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Service Satisfaction for Consumer Lending in an Online Environment./
Author:	Rajchel, Eric.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2019,
Description:	107 p.
Notes:	Source: Dissertations Abstracts International, Volume: 81-03, Section: A.
Contained By:	Dissertations Abstracts International81-03A.
Subject:	Finance. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=22619140
ISBN:	9781085749817

Service Satisfaction for Consumer Lending in an Online Environment.
Rajchel, Eric.

Service Satisfaction for Consumer Lending in an Online Environment. - Ann Arbor : ProQuest Dissertations & Theses, 2019 - 107 p.

Source: Dissertations Abstracts International, Volume: 81-03, Section: A.

Thesis (D.B.A.)--Wilmington University (Delaware), 2019.

This item must not be sold to any third party vendors.

Due to the advances in web-based loan applications, many financial organizations are quickly entering the online marketplace in order to reach new customers and provide more comprehensive service options. This quantitative cross-sectional study researches the impact that service quality attributes have on overall customer satisfaction in an online loan application process. The differences between various demographic groups using online loan application processes are also studied. The review of literature found extensive research of various online banking websites, but failed to yield research that was pertinent to the consumer finance industry. This study bridges the gap of knowledge in customer satisfaction studies. The study uses a modified E-S-QUAL model to quantitatively assess the perceptions of applicants who applied for a fixed-term personal loan through an online application website. The results indicated there was a significant relationship between the service quality variables with overall customer satisfaction to include efficiency, system availability, fulfilment, and privacy. Additionally, this study does not identify any differences among overall satisfaction among the demographic variables to include age, education, and digital fluency.

ISBN: 9781085749817Subjects--Topical Terms:

542899
Finance.
Subjects--Index Terms:

Consumer finance

Service Satisfaction for Consumer Lending in an Online Environment.
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020 $a 9781085749817
035 $a (MiAaPQ)AAI22619140
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040 $a MiAaPQ $c MiAaPQ
100 1 $a Rajchel, Eric. $3 3543247
245 1 0 $a Service Satisfaction for Consumer Lending in an Online Environment.
260 1 $a Ann Arbor : $b ProQuest Dissertations & Theses, $c 2019
300 $a 107 p.
500 $a Source: Dissertations Abstracts International, Volume: 81-03, Section: A.
500 $a Advisor: Kennedy-Ratajack, Kathy.
502 $a Thesis (D.B.A.)--Wilmington University (Delaware), 2019.
506 $a This item must not be sold to any third party vendors.
520 $a Due to the advances in web-based loan applications, many financial organizations are quickly entering the online marketplace in order to reach new customers and provide more comprehensive service options. This quantitative cross-sectional study researches the impact that service quality attributes have on overall customer satisfaction in an online loan application process. The differences between various demographic groups using online loan application processes are also studied. The review of literature found extensive research of various online banking websites, but failed to yield research that was pertinent to the consumer finance industry. This study bridges the gap of knowledge in customer satisfaction studies. The study uses a modified E-S-QUAL model to quantitatively assess the perceptions of applicants who applied for a fixed-term personal loan through an online application website. The results indicated there was a significant relationship between the service quality variables with overall customer satisfaction to include efficiency, system availability, fulfilment, and privacy. Additionally, this study does not identify any differences among overall satisfaction among the demographic variables to include age, education, and digital fluency.
590 $a School code: 1517.
650 4 $a Finance. $3 542899
650 4 $a Business administration. $3 3168311
650 4 $a Banking. $2 bicssc $3 1557594
653 $a Consumer finance
653 $a Consumer loans
653 $a Customer satisfaction
653 $a Online lending
653 $a Service quality
690 $a 0508
690 $a 0310
690 $a 0770
710 2 $a Wilmington University (Delaware). $b College of Business. $3 2092481
773 0 $t Dissertations Abstracts International $g 81-03A.
790 $a 1517
791 $a D.B.A.
792 $a 2019
793 $a English
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=22619140