Concepedia

Measuring consumer satisfaction in internet banking

Ziqi Liao, Michael Tow Cheung

Communications of the ACM · 2008 · 117 citations · 11 references

Concepts

Customer SatisfactionFintechOnline BankingOnline Customer BehaviorInternet BankingService QualityDigital MarketingService ResearchInteractive MarketingManagementConsumer ResearchBusinessConsumer BehaviorInternet FinanceDigital BankingMarketingCustomer LoyaltyRetail Banking

Abstract

What service-quality attributes must Internet banks offer to induce consumers to switch to online transactions and keep using them?

References

11

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations

Total Quality Management, Customer Satisfaction, Service Quality +14

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 9.8K citations

Total Quality Management, Customer Satisfaction, Service Quality +14

The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach

Vicki McKinney, Kanghyun Yoon, Fatemeh Zahedi · Information Systems Research · 2002 · 2K citations

Customer Satisfaction, Online Customer Behavior, Service Quality +12

Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics

Sarv Devaraj, Ming Fan, Rajiv Kohli · Information Systems Research · 2002 · 1.2K citations

Customer Satisfaction, Business-to-business Research, Digital Marketing +20