Generic technology‐based service quality dimensions in banking
Volume: 29, Issue: 2, Pages: 168 - 189
Published: Mar 1, 2011
Abstract
Purpose This paper aims to identify the generic service quality dimensions of technology‐based banking and to examine the effect of these dimensions on customer satisfaction and customer loyalty. Design/methodology/approach The generic service quality dimensions are identified using an exploratory factor analysis (EFA). Next the reliability and validity of the factors and customer satisfaction and customer loyalty are established through...
Paper Details
Title
Generic technology‐based service quality dimensions in banking
Published Date
Mar 1, 2011
Volume
29
Issue
2
Pages
168 - 189
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