IT‐based services and service quality in consumer banking

IT‐based services and service quality in consumer banking This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived IT‐based service options to traditional service dimensions as measured by SERVQUAL in the context of customer perceived service quality and customer satisfaction. The model also incorporates several variables affecting customers’ perceptions of IT‐based services, and was tested by a structural equation modeling approach using sample data collected from retail bank customers. The results indicate that IT‐based services have a direct impact on the SERVQUAL dimensions and an indirect impact on customer perceived service quality and customer satisfaction. The analyses also show that customers’ evaluations of IT‐based services are affected by their preference towards traditional services, experiences in using IT‐based services, and perceived IT policies. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

IT‐based services and service quality in consumer banking

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Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564230210421164
Publisher site
See Article on Publisher Site

Abstract

This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived IT‐based service options to traditional service dimensions as measured by SERVQUAL in the context of customer perceived service quality and customer satisfaction. The model also incorporates several variables affecting customers’ perceptions of IT‐based services, and was tested by a structural equation modeling approach using sample data collected from retail bank customers. The results indicate that IT‐based services have a direct impact on the SERVQUAL dimensions and an indirect impact on customer perceived service quality and customer satisfaction. The analyses also show that customers’ evaluations of IT‐based services are affected by their preference towards traditional services, experiences in using IT‐based services, and perceived IT policies.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Mar 1, 2002

Keywords: Information technology; Service quality; Modelling

References

  • Are individual differences germane to the acceptance of new information technologies?
    Agarwal, R; Prasad, J.
  • Developing an instrument to measure customer service quality in branch banking
    Avkiran, N.K
  • Measuring service quality in the car service industry: building and testing an instrument
    Bouman, M.; Van der Wiele, T
  • The impact of quality management practice on performance and competitive advantage
    Flynn, B; Schroeder, R.; Sakakibara, S
  • Benefit segmentation using service quality dimensions: an investigation in retail banking
    McDougall, G.H.G; Levesque, T.J
  • The relationship between information system planning sophistication and information system success: an empirical assessment
    Sabherwal, R

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