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. |
| LEADER | 02678nam a22002177a 4500 | ||
|---|---|---|---|
| 001 | 1719879 | ||
| 024 | |3 10.21608/ACJ.2017.42827 | ||
| 041 | |a eng | ||
| 044 | |b مصر | ||
| 100 | |a El Saghier, Niveen Mohamed |e Author |9 442793 | ||
| 245 | |a Comparison of Service Quality Models Impact on Customers’ Satisfactions of Internet Banking Services in Egypt | ||
| 260 | |b جامعة الإسكندرية - كلية التجارة |c 2017 |g يناير | ||
| 300 | |a 1 - 19 | ||
| 336 | |a بحوث ومقالات |b Article | ||
| 520 | |b 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. | ||
| 653 | |a جودة الخدمة |a الخدمات المصرفية |a الخدمات المصرفية عبر الإنترنت |a مصر | ||
| 773 | |4 إدارة الأعمال |6 Business |c 011 |e Journal of the Faculty of Commerce for Scientific Research |f Maǧallaẗ Kulliyyaẗ Al-Tiǧāraẗ li-l-Buḥūṯ Al-ʿilmiyyaẗ |l 001 |m مج54, ع1 |o 1049 |s مجلة كلية التجارة للبحوث العلمية |v 054 |x 1110-7588 | ||
| 856 | |u 1049-054-001-011.pdf |n https://acjalexu.journals.ekb.eg/article_42827.html | ||
| 930 | |d n |p y | ||
| 995 | |a EcoLink | ||
| 999 | |c 977420 |d 977420 | ||
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بواسطة: Zarafili, Lina Shukri Jabra منشور: (2016) -
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