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Opinions and Perceptions of Bank Managers on the Quality of Provision of Internet Banking Services

Author

Listed:
  • Luiza Emanuela Bucur

    (Bucharest University of Economic Studies)

  • Natalia Manea

    (University POLITEHNICA of Bucharest)

  • Dumitru Goldbach

    (Valahia University of Targoviste)

Abstract

Following the accession of Romania to the European Union, the services sector has made important progress. Currently, this sector exceeds 50% of Romania's GDP. Banking has an important role in the economy by making financial intermediation, attracting deposits and placing credits. The increase in the number of banks on the Romanian market has led to intensification of competition and especially the awareness of the quality of online banking services offered. Therefore, the bank management has to take into account not only the “quality desired or achieved by the bank†, but also the quality perceived by the customer. In this paper we will start with an introduction of bank sector, and then we will present the methodology of research. The design of interview guide is the next step and in the main part of the paper is the analyses of data obtained and interpretation of results.

Suggested Citation

  • Luiza Emanuela Bucur & Natalia Manea & Dumitru Goldbach, 2019. "Opinions and Perceptions of Bank Managers on the Quality of Provision of Internet Banking Services," Journal of Economic Development, Environment and People, Alliance of Central-Eastern European Universities, vol. 8(3), pages 53-59, September.
  • Handle: RePEc:sph:rjedep:v:8:y:2019:i:3:p:53-59
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    References listed on IDEAS

    as
    1. Minna Saunila & Juhani Ukko, 2013. "Facilitating innovation capability through performance measurement," Management Research Review, Emerald Group Publishing Limited, vol. 36(10), pages 991-1010, September.
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    More about this item

    Keywords

    online banking; services quality; managers perception;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • G29 - Financial Economics - - Financial Institutions and Services - - - Other

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