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A service quality comparison between...

Doss, Sangeeta Kapadia.

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A service quality comparison between electronic banking users and nonusers.

Record Type:	Electronic resources : Monograph/item
Title/Author:	A service quality comparison between electronic banking users and nonusers./
Author:	Doss, Sangeeta Kapadia.
Description:	55 p.
Notes:	Source: Masters Abstracts International, Volume: 40-02, page: 0513.
Contained By:	Masters Abstracts International40-02.
Subject:	Psychology, Industrial. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1406128
ISBN:	0493355103

A service quality comparison between electronic banking users and nonusers.
Doss, Sangeeta Kapadia.

A service quality comparison between electronic banking users and nonusers. - 55 p.

Source: Masters Abstracts International, Volume: 40-02, page: 0513.

Thesis (M.A.)--California State University, Long Beach, 2001.

The purpose of this study was to evaluate how users of technological delivery channels rated the service quality of their bank. Past research has measured the service quality of banks through customers' contacts with bank employees. As customers choose alternative electronic access over human contact to perform routine transactions, it was vital that their evaluation of the bank's service quality also be studied.

ISBN: 0493355103Subjects--Topical Terms:

520063
Psychology, Industrial.

A service quality comparison between electronic banking users and nonusers.
LDR:01926nmm 2200313 4500 001 1850948
005 20051216103904.5
008 130614s2001 eng d
020 $a 0493355103
035 $a (UnM)AAI1406128
035 $a AAI1406128
040 $a UnM $c UnM
100 1 $a Doss, Sangeeta Kapadia. $3 1938852
245 1 2 $a A service quality comparison between electronic banking users and nonusers.
300 $a 55 p.
500 $a Source: Masters Abstracts International, Volume: 40-02, page: 0513.
500 $a Adviser: Thomas Strybel.
502 $a Thesis (M.A.)--California State University, Long Beach, 2001.
520 $a The purpose of this study was to evaluate how users of technological delivery channels rated the service quality of their bank. Past research has measured the service quality of banks through customers' contacts with bank employees. As customers choose alternative electronic access over human contact to perform routine transactions, it was vital that their evaluation of the bank's service quality also be studied.
520 $a One hundred twenty-seven bank customers completed the SERVQUAL instrument. Respondents were categorized into either a nonuser, ATM user, or multiple-channel user group based on their current use of various delivery channels. Data were analyzed using two-way analyses of variance to determine if differences existed among the groups.
520 $a There were significant differences between the user groups, as predicted in the hypotheses. These results provide financial institutions the opportunity to improve service efficiency and productivity while maintaining higher service quality ratings.
590 $a School code: 6080.
650 4 $a Psychology, Industrial. $3 520063
650 4 $a Business Administration, Banking. $3 1018458
650 4 $a Business Administration, Marketing. $3 1017573
690 $a 0624
690 $a 0770
690 $a 0338
710 2 0 $a California State University, Long Beach. $3 1017843
773 0 $t Masters Abstracts International $g 40-02.
790 1 0 $a Strybel, Thomas, $e advisor
790 $a 6080
791 $a M.A.
792 $a 2001
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1406128