The DOI matches its Crossref record; 35 of the 35 references it cites were found in a registry or an index.
IT‐based services and service quality in consumer banking
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.
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Cites
Herne, H., Cooley, W. W., & Lohnes, P. R. (1973) · Journal of the Royal Statistical Society. Series A (General) · doi:10.2307/2344428 · Cited by 35,697
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.1177/002224299205600304 · Cited by 10,628
Understanding information technology usage: a test of competing models
Taylor, S., & Todd, P. A. (1995) · Information Systems Research · doi:10.1287/isre.6.2.144 · Cited by 8,815
(1991) · Journal of Retailing · Cited by 3,949
LISREL 7 : a guide to the program and applications
Jöreskog, K. G., & Sörbom, D. (1989) · Medical Entomology and Zoology · Cited by 3,786
Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions
Carman, J. M. (1990) · Journal of Retailing · Cited by 2,894
An empirical assessment of the SERVQUAL scale
Babakus, E., & Boller, G. W. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90022-4 · Cited by 2,122
Are Individual Differences Germane to the Acceptance of New Information Technologies?
Agarwal, R., & Prasad, J. (1999) · Decision Sciences · doi:10.1111/j.1540-5915.1999.tb01614.x · Cited by 2,102
Cited by
The impact of user‐perceived e‐procurement quality on system and contract compliance
Brandon‐Jones, A., & Carey, S. (2011) · International Journal of Operations & Production Management · doi:10.1108/01443571111111928 · Cited by 58
Ramamoorthy, R., Gunasekaran, A., Roy, M., Rai, B. K., & Senthilkumar, S. A. (2018) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2016.1240611 · Cited by 46
Metadata
- Authors
- Zhu, F. X., Wymer, W., & Chen, I.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 2002-03-01
- Volume
- 13
- Issue
- 1
- Pages
- 69-90
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W2028738935
- Cited by
- 406
- References
- 35
- FWCI
- 18.95
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
