Performance Management And Its Relationship With Service Quality In Electronic Banking
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| Author | : Mahmud Hematfar |
| Publisher | : |
| Total Pages | : 11 |
| Release | : 2014 |
| Genre | : |
| ISBN | : |
This study had been performed to analyzing relationship between performance management and service quality because of develop the E-banks service quality by means of improve specific sides of the performance management. In this method was used for analyzing the performance management and the SYSTRA-SQ scale were used for assessing the service quality at there. In order to relationship studying between performance management and service quality, all of the corresponding relations between them. Specially, the research results demonstrate that it is meaningful relationship between the organizational action orientation dimension and the total service quality at the E-bank. Therefore, utilization of this research is developing the E-bank service quality by means of concentrating on a few important and effective factors rather than considering multiple factors with low effect. The aim of this article is to find success factors in risk management of information systems outsourcing in commercial banks using these factors leads to increase the success rate of risk management of information systems outsourcing projects. Information and Communication Technologies (ICT) have offered innovative and cost effective advertising tools for managers. One of such technologies is mobile phone which has enabled a novel marketing channel for companies to directly reach their customers.
| Author | : Praeg, Claus-Peter |
| Publisher | : IGI Global |
| Total Pages | : 348 |
| Release | : 2010-09-30 |
| Genre | : Business & Economics |
| ISBN | : 1616928913 |
"This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.
| Author | : João Manuel R. S. Tavares |
| Publisher | : Springer Nature |
| Total Pages | : 588 |
| Release | : |
| Genre | : |
| ISBN | : 9819989760 |
| Author | : Tarekegn Balango |
| Publisher | : GRIN Verlag |
| Total Pages | : 83 |
| Release | : 2023-04-25 |
| Genre | : Business & Economics |
| ISBN | : 3346860752 |
Seminar paper from the year 2023 in the subject Business economics - Business Management, Corporate Governance, grade: 3.85, , course: Master of business adminstration, language: English, abstract: It was proven that perceived service quality had a positive relationship with customer satisfaction and the researcher think this supports the argument of linking mobile banking service and customer satisfaction. They use the SERVQUAL model but rather the dimenstiononly scale to assess service quality other than website desig nand responsivness. The researcher therefore think using the SERVQUAL model (MiykelSisaye)model would be a contribution to existing research mobile banking context. This is the current research gap and in order to fill the gap, the researcher was try to measure service quality and customer satisfaction, The study aimed at examining the effect of five online banking service quality dimensions on the customers satisfaction in the case of CBE. The study followed an explanatory research design identifying the dimensions of service quality for online services namely reliability, responsiveness, ,personalization, web design and security as independent variable and customer satisfaction as dependent variable. Primary data was collected for the analysis based on five points Likert scale from 396 sample respondents who are customers of CBE online banking services. The data was coded and analyzed using SPSS version 25 software. The reliability of the instrument was checked using Cronbach’s alpha test. The data analysis employed both descriptive and inferential statistical methods. The descriptive statistics was used for summarizing the background of respondents and computing average score of CBE on each dimensions of service quality and customers satisfaction. Correlation and multiple regression analysis were conducted to examine the relationship between the dependent and independent variables.
| Author | : Dr. Sheerali Arya |
| Publisher | : GRIN Verlag |
| Total Pages | : 170 |
| Release | : 2021-01-18 |
| Genre | : Business & Economics |
| ISBN | : 3346329402 |
Academic Paper from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This research tries to examine the impact of service quality on customer satisfaction in Banking Industry of India. The researcher has collected primary data from 850 customers of public, private and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on quality of services and products offered to customers to ensure their growth and retention Banks need to continuously innovate their methodologies and techniques to remain at the fore front. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in Indian literature.
| Author | : Bak, Ozlem |
| Publisher | : IGI Global |
| Total Pages | : 364 |
| Release | : 2011-03-31 |
| Genre | : Business & Economics |
| ISBN | : 1609605020 |
"This book assesses the impact of e-business technologies on different organizations, which include higher education institutions, multinational automotive corporations, and health providers"--Provided by publisher.
| Author | : Dr Aloysius O.C |
| Publisher | : Archers & Elevators Publishing House |
| Total Pages | : |
| Release | : |
| Genre | : Antiques & Collectibles |
| ISBN | : 938880516X |
| Author | : Dr. Shilpa S. Chadichal Archers & Elevators Publishing House Bangalore – |
| Publisher | : Archers & Elevators Publishing House |
| Total Pages | : 143 |
| Release | : |
| Genre | : Antiques & Collectibles |
| ISBN | : 8119653432 |
| Author | : Richa Dabas |
| Publisher | : |
| Total Pages | : 8 |
| Release | : 2019 |
| Genre | : |
| ISBN | : |
This paper deals with studying the factors that are associated with e-service quality as derived from the review of literature and then, assessing the impact of these factors on the satisfaction level of the users of online banking services in Delhi and National Capital Region. The users in this study have been categorized as the retail banking users. This is a primary research based on purposive sampling and with the sample size of 400 respondents via a bank intercept survey. Multiple regression has been used to study the impact of the various factors of service quality; namely, reliability, responsiveness, competence, product portfolio, security, feedback management, web apps on the user satisfaction of the online banking services. The satisfaction level has been represented by the total score of all the psychographic statements based on the dimensions of service quality. This study is quite relevant as it will provide inputs to the banking sectors and the academicians in the related field to understand the online banking service users' behavior and identify, how they can be better satisfied. It indirectly provides the performance assessment of the online banking service provided by the stipulated banks in terms of keeping their customers satisfied.
| Author | : Bukola Oyedokun |
| Publisher | : GRIN Verlag |
| Total Pages | : 25 |
| Release | : 2020-12-23 |
| Genre | : Business & Economics |
| ISBN | : 3346319164 |
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.
