The key determinants of Internet banking service quality: a content analysis

By Minjoon Jun, Shaohan Cai. 2001

752 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/bacc44c14d81738935c0629d72396570eb156a1c

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Citations in the corpus

The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia (2010, background): “Responsiveness is likely to have an important and positive effect on customer satisfaction (Jun & Cai, 2001; Diaz & Ruiz, 2002; Joseph et al., 2005; Glaveli et al., 2006).”
Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model (2019, result): “Such results are in line with what has been proved by prior studies over the related area of technology adoption and mobile technology (see Casalo et al., 2007; Changchit et al., 2017; Jun and Cai, 2001; Kshetri, 2016; Lee and Chung, 2009; Shih and Fang, 2004).”
Mobile banking rollout in emerging markets: evidence from Brazil (2010, background): “Good or bad communication can be reflected in the success or failure of the innovation diffusion process, which is also valid in the internet banking context ( Jun and Cai, 2001”
Measuring customer perceived online service quality: Scale development and managerial implications (2004, background): “Further, other studies have attempted to identify key dimensions of service quality in the context of narrowly defined online businesses, such as online banks, portal services, and travel agencies (Kaynama and Black, 2000; Jun and Cai, 2001; Van Riel et al., 2001).”
USERS ADOPTION OF E-BANKING SERVICES: THE MALAYSIAN PERSPECTIVE (2007, background): “Cost savings have helped e-based banks offer lower or no service fees, and offer higher interest rates on interestbearing accounts than traditional banks (Gerlach, 2000; Jun and Cai, 2001).”
Measuring the Quality of E-Banking Portals (2005, positive): “In order to enhance customer loyalty, portals are required to put a strong emphasis on their customers’ quality demands, which are steadily increasing over time due to the growing competition in the internet banking industry (Jun and Cai, 2001).”
The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction (2006, methodology): “Customer perceptions of internet banking service quality was represented by seven items originally developed by Jun and Cai (2001)”
A logit analysis of electronic banking in New Zealand (2006, background): “Jun and Cai (2001) identified bank customers’ perceptions of service quality dimensions using quantitative techniques.”
Internet banking and customer satisfaction in Pakistan (2015, background): “Jun and Cai (2001) empirically investigate the essential factors which are helpful in determining the service quality of internet banking.”
Bank service quality: comparing Canadian and Tunisian customer perceptions (2011, background): “Superior service quality lowers customer defection, enhances customer loyalty, provides opportunities for cross-selling, increases word-of-mouth recommendation, and enhances corporate image (Arasli et al., 2005a; Baumann et al., 2007; Cronin et al., 2000; Ehigie, 2006; Jun and Cai, 2001; Nguyen and ”