Gauging the Gap of Online Banking Service Quality by a Modified PZB Model
The quality of traditional financial services highly relies on the number of branch office and the number of staff in the branch, the service quality results from the service process within the branch, and the interaction between the branch staff and customers. With the greatly advances in information and communication technology as well as soaring labor costs and rent expenses for offering financial services in branch offices, bank managers are growing interested in providing their financial services via Internet, a more cost-effective and economic-scale way than physical branches. Furthermore, given the deep impact of the Internet on daily life during the past few years and the apparently inevitable growth of online banking in the financial service industry, understanding and fulfilling the customers requirements or preferences in terms of service quality have received increasingly attention from academics and business managers. Accordingly, this study aims to understand the level of online banking service quality desired by customers and delivered by banks, and what type of service attributes causing the biggest gap between customers and banks.
Online banking Service quality Web-based service
Chian Son Yu
Institute of Information Technology and management, Shih Chien University, Taipei, Taiwan 10462
国际会议
北京
英文
395-399
2007-08-18（万方平台首次上网日期，不代表论文的发表时间）