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Assessing and differentiating the quality of Internet-based services: a case of online banking in Taiwan

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  • Chian-Son Yu

Abstract

This study investigates the assessment and differentiation of the quality of online banking services. A hypothesis is developed, followed by the presentation of a methodology that combines a service quality measurement model and an importance--performance matrix to help banks differentiate service quality and thus effectively increase the satisfaction of existing customers (old customers). Competitive features among banks are also incorporated to lure potential customers (new customers). Following a cross-bank empirical testing, four theoretical and four business implications are presented. Since online banking is an Internet-based service, the empirical finding of this study may also apply to other Internet-based services.

Suggested Citation

  • Chian-Son Yu, 2008. "Assessing and differentiating the quality of Internet-based services: a case of online banking in Taiwan," The Service Industries Journal, Taylor & Francis Journals, vol. 28(5), pages 581-602, June.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:581-602
    DOI: 10.1080/02642060801988092
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    References listed on IDEAS

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    1. Barbara R. Lewis & GARD O.S. GABRIELSEN, 1998. "Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 18(2), pages 64-89, April.
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    Cited by:

    1. Ajimon George & G.S. Gireesh Kumar, 2015. "Validation of a Scale for Measuring Problems in Internet Banking and their Effect on Customer Satisfaction," Vision, , vol. 19(4), pages 312-323, December.
    2. Chao Chao Chuang, 2012. "Customer Adoption of Internet Banking: An Empirical Investigation in Taiwanese Banking Context," Information Management and Business Review, AMH International, vol. 4(11), pages 570-582.
    3. Parveneh Shahnoori & Glenn P. Jenkins, 2015. "Value of E-Banking to Small and Medium-Sized Enterprises," Development Discussion Papers 2015-09, JDI Executive Programs.

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