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A service quality comparison between...

Doss, Sangeeta Kapadia.

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A service quality comparison between electronic banking users and nonusers.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	A service quality comparison between electronic banking users and nonusers./
作者:	Doss, Sangeeta Kapadia.
面頁冊數:	55 p.
附註:	Source: Masters Abstracts International, Volume: 40-02, page: 0513.
Contained By:	Masters Abstracts International40-02.
標題:	Psychology, Industrial. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1406128
ISBN:	0493355103

A service quality comparison between electronic banking users and nonusers.
Doss, Sangeeta Kapadia.

A service quality comparison between electronic banking users and nonusers. - 55 p.

Source: Masters Abstracts International, Volume: 40-02, page: 0513.

Thesis (M.A.)--California State University, Long Beach, 2001.

The purpose of this study was to evaluate how users of technological delivery channels rated the service quality of their bank. Past research has measured the service quality of banks through customers' contacts with bank employees. As customers choose alternative electronic access over human contact to perform routine transactions, it was vital that their evaluation of the bank's service quality also be studied.

ISBN: 0493355103Subjects--Topical Terms:

520063
Psychology, Industrial.

A service quality comparison between electronic banking users and nonusers.
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245 1 2 $a A service quality comparison between electronic banking users and nonusers.
300 $a 55 p.
500 $a Source: Masters Abstracts International, Volume: 40-02, page: 0513.
500 $a Adviser: Thomas Strybel.
502 $a Thesis (M.A.)--California State University, Long Beach, 2001.
520 $a The purpose of this study was to evaluate how users of technological delivery channels rated the service quality of their bank. Past research has measured the service quality of banks through customers' contacts with bank employees. As customers choose alternative electronic access over human contact to perform routine transactions, it was vital that their evaluation of the bank's service quality also be studied.
520 $a One hundred twenty-seven bank customers completed the SERVQUAL instrument. Respondents were categorized into either a nonuser, ATM user, or multiple-channel user group based on their current use of various delivery channels. Data were analyzed using two-way analyses of variance to determine if differences existed among the groups.
520 $a There were significant differences between the user groups, as predicted in the hypotheses. These results provide financial institutions the opportunity to improve service efficiency and productivity while maintaining higher service quality ratings.
590 $a School code: 6080.
650 4 $a Psychology, Industrial. $3 520063
650 4 $a Business Administration, Banking. $3 1018458
650 4 $a Business Administration, Marketing. $3 1017573
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710 2 0 $a California State University, Long Beach. $3 1017843
773 0 $t Masters Abstracts International $g 40-02.
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