An electronic banking model on service quality / Noriza Mat Daud

This research deals with electronic service quality (e-service quality) which is considered as the critical factor that gives impact online retailing. There are several eservice quality dimensions which are ease of use, linkage, appearance, structure and layout, content and information, reliabili...

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Bibliographic Details
Main Author:	Mat Daud, Noriza
Format:	Thesis
Language:	English
Published:	2005
Subjects:	Electronic Computers Computer Science
Online Access:	https://ir.uitm.edu.my/id/eprint/1832/1/TD_NORIZA%20MAT%20DAUD%20CS%2005_5%20P01.pdf
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id	my-uitm-ir.1832
record_format	uketd_dc
spelling	my-uitm-ir.18322019-08-16T08:04:04Z An electronic banking model on service quality / Noriza Mat Daud 2005 Mat Daud, Noriza Electronic Computers. Computer Science This research deals with electronic service quality (e-service quality) which is considered as the critical factor that gives impact online retailing. There are several eservice quality dimensions which are ease of use, linkage, appearance, structure and layout, content and information, reliability, security, efficiency, communication, support and incentives. Using a sample of total 120 respondents who have experienced and did not have experienced on using online banking services, the research benchmarks the customers' perception on eleven dimensions of internet service quality. Demographic profiles have been displayed in pie chart and graph to see more precisely about customers' profile. The customers' perceptions are then being compared with the banking organizations' perception. The researcher then comes out with an electronic banking model on e-service quality. Banking organization can use this model as a guideline to focus on areas that can improve online banking service quality. Finding suggests several areas that banking organization should target for improvement. The areas include enhancing the capabilities of speed, being more sensitive with security issues, give more attention on incentives, providing the ability to translate into multiple languages, minimize the floating period for the utility payment and provide no transaction fee when customers used online banking services and many more. 2005 Thesis https://ir.uitm.edu.my/id/eprint/1832/ https://ir.uitm.edu.my/id/eprint/1832/1/TD_NORIZA%20MAT%20DAUD%20CS%2005_5%20P01.pdf text en public degree Universiti Teknologi MARA Faculty of Computer and Mathematical Sciences
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Electronic Computers Computer Science
spellingShingle	Electronic Computers Computer Science Mat Daud, Noriza An electronic banking model on service quality / Noriza Mat Daud
description	This research deals with electronic service quality (e-service quality) which is considered as the critical factor that gives impact online retailing. There are several eservice quality dimensions which are ease of use, linkage, appearance, structure and layout, content and information, reliability, security, efficiency, communication, support and incentives. Using a sample of total 120 respondents who have experienced and did not have experienced on using online banking services, the research benchmarks the customers' perception on eleven dimensions of internet service quality. Demographic profiles have been displayed in pie chart and graph to see more precisely about customers' profile. The customers' perceptions are then being compared with the banking organizations' perception. The researcher then comes out with an electronic banking model on e-service quality. Banking organization can use this model as a guideline to focus on areas that can improve online banking service quality. Finding suggests several areas that banking organization should target for improvement. The areas include enhancing the capabilities of speed, being more sensitive with security issues, give more attention on incentives, providing the ability to translate into multiple languages, minimize the floating period for the utility payment and provide no transaction fee when customers used online banking services and many more.
format	Thesis
qualification_level	Bachelor degree
author	Mat Daud, Noriza
author_facet	Mat Daud, Noriza
author_sort	Mat Daud, Noriza
title	An electronic banking model on service quality / Noriza Mat Daud
title_short	An electronic banking model on service quality / Noriza Mat Daud
title_full	An electronic banking model on service quality / Noriza Mat Daud
title_fullStr	An electronic banking model on service quality / Noriza Mat Daud
title_full_unstemmed	An electronic banking model on service quality / Noriza Mat Daud
title_sort	electronic banking model on service quality / noriza mat daud
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2005
url	https://ir.uitm.edu.my/id/eprint/1832/1/TD_NORIZA%20MAT%20DAUD%20CS%2005_5%20P01.pdf
_version_	1783733062379503616

An electronic banking model on service quality / Noriza Mat Daud

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