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all e-banking customers, customer satisfaction is affected not only by banks’ service quality, but also by their cultural features (Levesque and McDougall, ). E-banking in developing countries grows rapidly in the past decade (Akinci et al., ). Their research indicates that for consumers’ attitudes and adoption towards e-banking, there Internet banking is one of the growing services that need to provide better service by improving online service quality for higher customer satisfaction and retention. This paper reviews some of Estimated Reading Time: 6 mins The empirical research in development of service quality theory suggests that improved service quality plays important role in overall customer satisfaction. Study would focus
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all e-banking customers, customer satisfaction is affected not only by banks’ service quality, but also by their cultural features (Levesque and McDougall, ). E-banking in developing countries grows rapidly in the past decade (Akinci et al., ). Their research indicates that for consumers’ attitudes and adoption towards e-banking, there The study investigates the effect of quality on satisfaction by focusing on the relationship between service quality and customer satisfaction and how quality can be improved in the service firms. Methodology: Qualitative research method is used to Internet banking is one of the growing services that need to provide better service by improving online service quality for higher customer satisfaction and retention. This paper reviews some of Estimated Reading Time: 6 mins
of service quality on customer satisfaction and the result in-dicates that to improve the elements of service quality is an important antecedent of customer satisfaction. 6. Emari et al., () assessed to determine the dimensions of service quality in the banking industry in Iran. The study empirically examined Groonor’s model suggesting File Size: 70KB researchers. LITERATURE REVIEW In the present paper we have reviewed 12 studies on online banking service quality conducted in different countries across the world over a period of more than 10 years. Details of these studies are given below. Jun and Cai () conducted research for finding the key determinants of Internet bankingEstimated Reading Time: 11 mins The empirical research in development of service quality theory suggests that improved service quality plays important role in overall customer satisfaction. Study would focus
all e-banking customers, customer satisfaction is affected not only by banks’ service quality, but also by their cultural features (Levesque and McDougall, ). E-banking in developing countries grows rapidly in the past decade (Akinci et al., ). Their research indicates that for consumers’ attitudes and adoption towards e-banking, there Internet banking is one of the growing services that need to provide better service by improving online service quality for higher customer satisfaction and retention. This paper reviews some of Estimated Reading Time: 6 mins The study investigates the effect of quality on satisfaction by focusing on the relationship between service quality and customer satisfaction and how quality can be improved in the service firms. Methodology: Qualitative research method is used to
The literature review prepared for this study on service quality and satisfaction of customers in all banks (both public and private) situated in India reflects the findings of various professionals based on their studies. In order to retain the valued customer, it required to enhance the customer satisfaction [ 42 ] 27/07/ · Technology has succeeded in making various aspects of life easier for the societies of today (Rust & Oliver, ).More importantly, it has become a fundamental element in improving the quality of services in general and E-Banking services in particular (Joseph & Stone, ).E-Banking service is said to rely on the exchange of information between Internet banking is one of the growing services that need to provide better service by improving online service quality for higher customer satisfaction and retention. This paper reviews some of Estimated Reading Time: 6 mins
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