IT‐based services and service quality in consumer banking

By Faye X. Zhu, Walter Wymer, Injazz J. Chen. 2002

471 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/dde9d307c38778422995eef58de6cfc4b51da294

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Citations in the corpus

The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction (2006, background): “), further investigation on the direct relationship between banking automated service quality and customer overall satisfaction ( Zhu et al. , 2002”
The role of technology readiness in customers' perception and adoption of self‐service technologies (2006, unknown): “), information technology-based services ( Zhu et al. , 2002”
Barriers and benefits in the adoption of e‐government (2004, methodology): “…Reference Notes Confidentiality Personal data must be kept private and not used for other purposes Cabinet Office (1998) Van Riel et al. (2001) Zhu et al. (2002) Relates to “Assurance” SERVQUAL dimension Easy to use The delivery mechanism must be straightforward to use with minimum effort…”
A logit analysis of electronic banking in New Zealand (2006, methodology): “, have been used in the banking industry ( Zhu et al. , 2002”
Service quality models: a review (2005, methodology): “IT-based model (Zhu et al., 2002) This model highlights the importance of information technology (IT)-based service options.”
Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model (2017, background): “Previously, many studies have been conducted in the context of service quality and customer satisfaction (Ahmed et al., 2010; Arasli et al., 2005; Caruana et. al., 2000; Newman & Cowling, 1996; Peterson & Wilson, 1992; Rust & Oliver, 1994; Taylor & Baker, 1994; Wang et al., 2003; Woodside, Frey, & D”
Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, methodology): “The hypothesized relationships are as follows: Service Quality Attributes – Customer Satisfaction Many researchers use SERVQUAL to measure the service quality (Ladhari, 2009; Nadiri et al., 2009; Amin and Isa, 2008; Nijjar and Bishu, 2006; Katircioglu et al., 2005; Lai, 2004; Cui et al., 2003; Hassa”
English Language Teaching and Learning Issues in Malaysia: Learners' Perceptions via Facebook Dialogue Journal (2012, unknown): “[59] Zhu, F.”
Examining the integrated influence of fairness and quality on learners’ satisfaction and Web‐based learning continuance intention (2007, unknown): “Prior studies (Zhu et al ., 2002; Brown & Chin, 2004) indicated that service quality was signiﬁcantly related to customer satisfaction.”