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Customer Service Quality Perception of Internet Banking

Author

Listed:
  • M. Taimoor Hassan
  • Aqeel Mukhtar
  • Rana Kaleem Ullah
  • Huzaifah Shafique
  • Shafi Ur Rehmna
  • Abia Anwar

Abstract

Purpose- The purpose of this study is to find out the determinants that mainly affect the customer service quality perception of internet banking amongst genders and different age groups. Design/methodology/approach- Sample of 120 internet banking customers was used to gather data, which was further utilized to find out how 8 major determinants affect the customer service quality perception of internet banking. Findings- The research found that Web design, security, trust, product diversification, credibility, collaboration, access and communication strongly affect the customer perception about the quality of internet banking service. Research limitations/ implication- The data was gathered from the banks in Bahawalpur which limited the scope of this study particularly to this region so future research can be done to gathered data from all over the Pakistan so that the cross cultural factors could be identified clearly. Keywords- ???? ??????????? Service Quality Perception, Dimensions of Internet Banking, Bahawalpur. ?

Suggested Citation

  • M. Taimoor Hassan & Aqeel Mukhtar & Rana Kaleem Ullah & Huzaifah Shafique & Shafi Ur Rehmna & Abia Anwar, 2012. "Customer Service Quality Perception of Internet Banking," International Journal of Learning and Development, Macrothink Institute, vol. 2(2), pages 86-100, April.
    • Handle: RePEc:mth:ijld88:v:2:y:2012:i:2:p:86-100
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    References listed on IDEAS

    as
    1. Kieran Mathieson, 1991. "Predicting User Intentions: Comparing the Technology Acceptance Model with the Theory of Planned Behavior," Information Systems Research, INFORMS, vol. 2(3), pages 173-191, September.
    2. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    3. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
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    Citations

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    Cited by:

    1. Abdul Kabeer Kazi, 2013. "An empirical study of factors influencing adoption of Internet banking among students of higher education: Evidence from Pakistan," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 2(2), pages 87-99, April.
    2. Kazi, Abdul Kabeer, 2013. "An empirical study of factors influencing adoption of Internet banking among students of higher education: Evidence from Pakistan," MPRA Paper 48611, University Library of Munich, Germany.
    3. Linh Thi Phuong Nguyen & Hieu Vo Chi Tran, 2021. "Customer Perception towards Electronic Banking and its Relationship with Customer Satisfaction: An Evidence from Vietnam," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(7), pages 196-196, July.

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    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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