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The Use of E-SQ to establish the internet bank service quality table

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4 Author(s)
Yu-Lung Wu ; Dept. of Inf. Manage., I-Shou Univ., Kaohsiung, Taiwan ; Chang, M.C.S. ; Pei-Chi Yang ; Ying-Jun Chen

In order to assist Internet bank to be able to reach the enterprise¿s goal, which is satisfying the customer¿s demand and this goal is different from the PZB service quality model; thus, this study uses ZPM e-service quality model as the foundation to assess Web sites. The study object would be the companies that provide Internet bank services at present. Then, the factors that influence customers¿ quality satisfaction towards services would be generalized, and the questionnaire survey would be carried out the users, administrators, and employees of Internet bank. A service quality table that assesses Internet bank would be established through the evidence-based study result, it also verifies that information gap, design gap and fulfillment gap are significant. The result also finds out eight dimensions, including ¿efficiency¿, ¿reliability¿, ¿privacy¿, ¿compensation¿, ¿responsiveness¿, ¿contact¿, ¿sense of beauty¿ and ¿individualization¿, are the key factors that influence the service quality of Internet bank.

Published in:

Industrial Engineering and Engineering Management, 2008. IEEM 2008. IEEE International Conference on

Date of Conference:

8-11 Dec. 2008