Comparison of Service Quality Models Impact on Customers’ Satisfactions of Internet Banking Services in Egypt
| المصدر: | مجلة كلية التجارة للبحوث العلمية |
|---|---|
| الناشر: | جامعة الإسكندرية - كلية التجارة |
| المؤلف الرئيسي: | El Saghier, Niveen Mohamed (Author) |
| المجلد/العدد: | مج54, ع1 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2017
|
| الشهر: | يناير |
| الصفحات: | 1 - 19 |
| DOI: |
10.21608/ACJ.2017.42827 |
| ISSN: |
1110-7588 |
| رقم MD: | 977420 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| رابط المحتوى: |
الناشر لهذه المادة لم يسمح بإتاحتها. |
| المستخلص: |
Purpose –The purpose of this paper is to compare the impact of different service quality models from customers‟ perspective in the Egyptian inter-net banking services. Two models are used which are; e-service quality model (Santos, 2003) and internet banking model (Broderick and Vachira pornpuk, 2002). Design/methodology/approach –This study is based on a questionnaire survey conducted in Egypt. Based on an extensive review of literature, the paper uses empirical research to analyze service quality of banking services provided by banks in Egypt using two different models of service quality .This is an analytical study based mainly on the primary data collected through a scientifically developed questionnaire. The questionnaire has been personally ad-ministered on a sample size of 600 user of internet banking in different Egyptian banks. Findings – Results based on a regression analysis identify some factors that influence users‟ evaluation of service quality of banking services in each model. Regarding the first model, these factors are reliability, efficiency, sup-port and security, while the second model includes the factors; reputation, service settings and customer participation. In general, the first model was found to be affecting the perceived service quality higher than the latter one. Practical implications–The findings are important to enable bank man-agers to have a better understanding of customers‟ perception of service quality of banking and consequently of how to improve their satisfaction with respect to aspects of service quality. |
|---|---|
| ISSN: |
1110-7588 |
عناصر مشابهة
-
Students Satisfactions with E-Learning Mediating the E-Service Quality-Behavioral intention Link: The Case of Public Universities in Egypt
بواسطة: El Saghier, Niveen Mohamed منشور: (2017) -
The Mediation Role of Brand Equity in Achieving Customers Brand Satisfaction and Commitment in the Egyptian Banking Sector
بواسطة: El Saghier, Niveen Mohamed منشور: (2018) -
The Impact of the Service Quality on Customer Loyalty in the Algerian Banking Sector: Acase Study at Al-Salam Bank Algeria
بواسطة: Morkane, Mohamed El-Bachir منشور: (2023) -
The Impact of Service Quality on Customer Satisfaction at Jordanian Commercial Banks
بواسطة: Zarafili, Lina Shukri Jabra منشور: (2016) -
The Mediating Role of E-Satisfaction on the Relationship between E-Service Quality and Customer E-Loyalty in Internet Banking
بواسطة: الضمور، رند منشور: (2019)
