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Author Zarei, Dr. Shapoor
Source CiteSeerX
Content type Text
File Format PDF
Subject Domain (in DDC) Computer science, information & general works ♦ Data processing & computer science
Subject Keyword Electronic Service Quality Evaluation Method ♦ Online-banking System ♦ Banking Service ♦ Electronic Service Quality Evaluation ♦ Quality Evaluation ♦ Traditional Mean ♦ Traditional Branch ♦ Bank Office Environment ♦ Traditional Service Quality Evaluation Method ♦ Last Decade ♦ Many Change ♦ Service Quality Evaluation ♦ Banking Industry ♦ Physical Interaction ♦ Internet-based System ♦ Online Banking System
Abstract E-commerce has increased its significance during the last decades and its importance is still continuing to increase. Branches, which have had traditional means of conducting business and interaction between parties have also been influenced by the Internet and gone through many changes. One of these traditional branches is the banking industry, which during the middle of the 1990’s started offering banking services over the Internet. The changes lead to that the physical interaction in the bank office environment between the banks and their customers has diminished and been replaced by customers conducting their errands from their homes and businesses. The loss of interaction between the banks and their customers makes the methods of service quality evaluation of Internet-based system different than traditional service quality evaluation methods. This paper reviews the recently developed methods for electronic service quality evaluation: E-SERVQUAL and WEBQUAL; and compares their potential for quality evaluation in online banking systems.
Educational Role Student ♦ Teacher
Age Range above 22 year
Educational Use Research
Education Level UG and PG ♦ Career/Technical Study
Learning Resource Type Article