Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/it-based-services-and-service-quality-in-consumer-banking-2MWRe7A0vF
References (76)
-
J. Fitzsimmons, Mona Fitzsimmons, Sanjeev Bordoloi (1997)
Service Management: Operations, Strategy, and Information Technology -
A. Segars, V. Grover (1993)
Re-examining perceived ease of use and usefulnessManagement Information Systems Quarterly, 17
-
10.1080/08956308.1998.11671196
-
R Hall
Alternative delivery equals less need for front‐line competence -
J.W Milligan
What do customers want from you? Everything! -
T. Brown, Gilbert Churchill, J. Peter (1993)
Improving the measurement of service qualityJournal of Retailing, 69
-
S Chakravarty, R Feinberg, R Widdow
Reasons for their discontent -
P. Dabholkar (1996)
Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service qualityInternational Journal of Research in Marketing, 13
-
D Finn, C Lamb
An evaluation of the SERVQUAL scale in a retailing setting -
(1988)
LISREL 7: A guide to the program and applications -
Inc. SPSS
SPSS Base 7.5 Syntax Reference Guide -
T.P Reed
A case for shared branching: the personal touch remains -
J. Henry, R. Stone (1994)
A Structural Equation Model Of End-User Satisfaction With A Computer-Based Medical Information SystemInformation Resources Management Journal, 7
-
M. Hui, J. Bateson (1991)
Perceived Control and the Effects of Crowding and Consumer Choice on the Service ExperienceJournal of Consumer Research, 18
-
A Johnson
How do you really feel about your bank? -
A Segars, V. Grover
Re‐examining perceived ease of use and usefulness: a confirmatory factor analysis -
W.M Randle
Delivering the future: redefining the role of banks in a new competitive environment -
A. Parasuraman, L. Berry, V. Zeithaml (1991)
Refinement and reassessment of the SERVQUAL scale.Journal of Retailing
-
V. Gerson
Service with more than a smile’ -
10.1177/002224299806200206
-
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
-
David Bojanic (1991)
Quality Measurement in Professional Services FirmsJournal of Professional Services Marketing, 7
-
B. Berkley, A. Gupta (1994)
Improving service quality with information technologyInternational Journal of Information Management, 14
-
Y. Lavee (1988)
Linear Structural Relationships (LISREL) in Family Research.Journal of Marriage and Family, 50
-
P Bonfield
IT helps satisfy customer needs -
J. Pease (1998)
Using technology to move beyond customer satisfaction.Health management technology, 19 4
-
M. Block (1987)
The Bad NewsJAMA, 257
-
F. Leonard (1982)
The Incline of QualityHarvard Business Review
-
J Bateson, M Hui
Perceived control as a crucial perceptual dimension of the service experience: an empirical study -
F Herzberg
One more time: how do you motivate employees? -
Ritu Agarwal, J. Prasad (1999)
Are Individual Differences Germane to the Acceptance of New Information TechnologiesDecision Sciences, 30
-
Barry Babin, James Boles (1998)
Employee Behavior in a Service Environment: A Model and Test of Potential Differences between Men and Women:Journal of Marketing, 62
-
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
-
E. Babakus, W. Mangold (1992)
Adapting the SERVQUAL scale to hospital services: an empirical investigation.Health services research, 26 6
-
G. Mcdougall, Terrence Levesqu (1994)
Benefit Segmentation Using Service Quality DimensionsInternational Journal of Bank Marketing, 12
-
Sylvie Llosa, Jean-Louis Chandon, Chiara Orsingher (1998)
An Empirical Study of Servqual's DimensionalityService Industries Journal, 18
-
J Pavia
‘Just thinking . . . -
K Cline
Call centers: the heart of direct banking -
J. Hair (1972)
Multivariate data analysisInternational Statistical Review, 40
-
J. Cronin, Steven Taylor (1992)
Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 56
-
T Lerew
Technology raises the standard of satisfaction -
F. Saleh, C. Ryan (1991)
Analysing Service Quality in the Hospitality Industry Using the SERVQUAL ModelService Industries Journal, 11
-
Mels Gerhard, Boshoff Christ, N. Deon (1997)
The Dimensions of Service Quality: The Original European Perspective RevisitedService Industries Journal, 17
-
Jonathan Barsky (1992)
Customer Satisfaction in the Hotel IndustryJournal of Hospitality & Tourism Research, 16
-
Reid Re, B. Sandifer-Smallwood (1990)
Exploring perceptions of hospital operations by a modified SERVQUAL approach.Journal of health care marketing, 10 4
-
G.H.G McDougall, T.J Levesque
Benefit segmentation using service quality dimensions: an investigation in retail banking -
D.S. Allen
Where’s the productivity growth? -
Barbara Flynn, R. Schroeder, Sadao Sakakibara (1995)
The Impact of Quality Management Practices on Performance and Competitive AdvantageDecision Sciences, 26
-
D. Cowles, Lawrence Crosby (1990)
Consumer Acceptance of Interactive Media in Service Marketing EncountersService Industries Journal, 10
-
C.H Lovelock, R.F Young
Look to consumers to increase productivity -
C. Downs (1998)
Over the line : North Korea's negotiating strategy -
N. Avkiran (1994)
Developing an Instrument to Measure Customer Service Quality in Branch BankingInternational Journal of Bank Marketing, 12
-
D. Cowles, L.A Crosby
Consumer acceptance of interactive media -
C Cantrell
Up close and profitable -
E. Babakus, G. Boller (1992)
An empirical assessment of the SERVQUAL scaleQuality Engineering, 37
-
10.1016/S0262-1762(99)80030-3
-
Timothy Furey (1991)
How information power can improve service quality, 19
-
Shirley Taylor, P. Todd (1995)
Understanding Information Technology Usage: A Test of Competing ModelsInf. Syst. Res., 6
-
B. Byrne (1989)
A Primer of LISREL -
J.W Licata, J.M Weber, P.F Reed
Satisfaction surveys: staying on the right side of the tracking -
M Houston, L Bettencourt, S Shanmuganathan
Over the line?’ -
J. Carman (1990)
Consumer perceptions of service quality: an assessment of the SERVQUAL dimensionsJournal of Retailing, 66
-
Marcel Bouman, T. Wiele (1992)
Measuring Service Quality in the Car Service Industry: Building and Testing an InstrumentInternational Journal of Service Industry Management, 3
-
S.A Brown
Technology and customer satisfaction: myths and facts -
G Feemey
A matter of delivery -
M. Baily, R. Gordon (1989)
The Productivity Slowdown, Measurement Issues, and the Explosion of Computer Power -
10.1016/S0262-1762(99)80434-9
-
R. Sabherwal (1999)
The Relationship Between Information System Planning Sophistication and Information System Success: An Empirical Assessment*Decision Sciences, 30
-
J Galbreath
Web‐based banking: creating a technology road map -
S. Brown
Enhancing profit -
Nick Johns, Phil Tyas (1996)
Use of Service Quality Gap Theory to Differentiate between Foodservice OutletsService Industries Journal, 16
-
R. Orwig, J. Pearson, D. Cochran (1997)
An Empirical Investigation into the Validity of SERVQUAL in the Public SectorPublic Administration Quarterly, 21
-
J. Hartwick, H. Barki (1994)
Explaining the Role of User Participation in Information System UseManagement Science, 40
-
P.T Peterson
Doing business in a web‐based world -
J.D Barsky
Customer satisfaction in the hotel industry: meaning and measurement -
Usha Oberoi, C. Hales (1990)
Assessing the Quality of the Conference Hotel Service Product: Towards an Empirically Based ModelService Industries Journal, 10
- 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 Management – Emerald Publishing
Published: Mar 1, 2002
Keywords: Information technology; Service quality; Modelling