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Self-service technology options and service quality: the case of online banking services

Jamal, Ahmad ORCID: and Malik, Rangana 2010. Self-service technology options and service quality: the case of online banking services. Journal for Global Business Advancement 3 (4) , pp. 277-284. 10.1504/JGBA.2010.036033

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Despite the significant growth in the use of technology-based self-service options by organisations, there exists only limited research investigating the customer interactions with such service options. This study tests two of the service quality models proposed by Dabholkar using actual users of online banking services. Findings indicate that speed of delivery, ease of using online banking services, enjoyment and attitude towards technological products are important predictors of service quality. Service quality is also related positively to intentions to use, recommendation to others and to overall satisfaction. Some of the findings and implications for bank managers are discussed.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Business (Including Economics)
Subjects: D History General and Old World > D History (General) > D880 Developing Countries
H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HG Finance
Uncontrolled Keywords: Self-service technology ; Service quality ; Online banking ; Virtual banking ; Electronic banking ; E-banking ; Banks ; Customer interactions ; Pratibha Dabholkar ; Delivery speed ; Ease of use ; Enjoyment ; Customer attitudes ; Technological products ; Customer intentions ; Customer satisfaction ; Bank managers ; Mumbai ; India ; Globalisation ; Business advancement
Publisher: Inderscience Publishers
ISSN: 1746-966X
Last Modified: 19 Oct 2022 09:07

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