IDEAS home Printed from https://ideas.repec.org/a/spt/admaec/v14y2024i5f14_5_2.html
   My bibliography  Save this article

Research on Online Banking Quality Management Requirements

Author

Listed:
  • Yi -Chan Chung
  • Yao-Wen Hsu
  • Tzu-Yun Hu

Abstract

Due to the fierce competition in online banking, banks need to provide quality services, understand customer needs, and satisfy customers with the quality of services. Only then can the bank attract more customers for transactions and generate higher revenue. This study utilizes Importance Performance Analysis (IPA) to investigate customer satisfaction and emphasize service quality. It establishes priority service quality improvement items and employs the Kano model to assess the service quality of J online banking operators. Identify items for improving efficiency and service quality. The questionnaires for this study will be distributed from October 2023 to November 2023. Respondents will be customers of J online banking operators. A total of 65 questionnaires were distributed, and 56 valid questionnaires were recovered. Online banking operators must prioritize enhancing service quality and improving efficiency to maintain high standards and enhance competitiveness. Â JEL classification numbers: M10.

Suggested Citation

  • Yi -Chan Chung & Yao-Wen Hsu & Tzu-Yun Hu, 2024. "Research on Online Banking Quality Management Requirements," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 14(5), pages 1-2.
  • Handle: RePEc:spt:admaec:v:14:y:2024:i:5:f:14_5_2
    as

    Download full text from publisher

    File URL: http://www.scienpress.com/Upload/AMAE%2fVol%2014_5_2.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Jaime Torres Fragoso & Ignacio Luna Espinoza, 2017. "Assessment of banking service quality perception using the SERVPERF model," Contaduría y Administración, Accounting and Management, vol. 62(4), pages 1294-1316, Octubre-D.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Elsa Simões & Margarida Saraiva & Gottlieb Basch & António Ramos Pires & Álvaro Rosa & Elisa Chaleta, 2020. "Hybrid Conceptual Model for Assessing Quality, Production and Satisfaction (SQual4Agri), in Agricultural Production Units, in Cape Verde," Sustainability, MDPI, vol. 13(1), pages 1-13, December.
    2. Hanumantha Rao Sama & Long-Sheng Chen & Venkateswarlu Nalluri & Madhavaiah Chendragiri, 2023. "Enhancing service quality of rural public transport during the COVID-19 pandemic: a novel fuzzy approach," Public Transport, Springer, vol. 15(2), pages 479-501, June.
    3. Zaher Abdel Fattah Al-Slehat, 2021. "Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector," International Business Research, Canadian Center of Science and Education, vol. 14(4), pages 1-58, April.
    4. Karen Kaijuan Xu & Kenny Kuanchou Chen & Euisoo Kim & Jerónimo García-Fernández & John Nauright & James J. Zhang, 2021. "Dimensions of Service Quality in Health-Fitness Clubs in China," IJERPH, MDPI, vol. 18(20), pages 1-17, October.

    More about this item

    Keywords

    Online banking; IPA; Kano model; Service quality.;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spt:admaec:v:14:y:2024:i:5:f:14_5_2. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Eleftherios Spyromitros-Xioufis (email available below). General contact details of provider: http://www.scienpress.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.