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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
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    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.
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    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

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