A Review on Electronic Service Quality Evaluation Methods for Online-Banking System

  • سال انتشار: 1387
  • محل انتشار: دومین کنفرانس جهانی بانکداری الکترونیکی
  • کد COI اختصاصی: EBANKING02_041
  • زبان مقاله: انگلیسی
  • تعداد مشاهده: 3699
دانلود فایل این مقاله

نویسندگان

Farnaz Beheshti Zavareh

Faculty of Management and HR Development, Universiti Teknologi Malaysia, Malaysia

Mohammad Shoki Md. Arrif

Faculty of Management and HR Development, Universiti Teknologi Malaysia, Malaysia

Mohsen Ashourian

Islamic Azad University, Majlesi Branch, IRAN

چکیده

E-commerce has increased its significance during the last decades and its importance is still continuing to increase. Branches, which have had traditional means of conducting business and interaction between parties have also been influenced by the Internet and gone through many changes. One of these traditional branches is the banking industry, which during the middle of the 1990’s started offering banking services over the Internet. The changes lead to that the physical interaction in the bank office environment between the banks and their customers has diminished and been replaced by customers conducting their errands from their homes and businesses. The loss of interaction between the banks and their customers makes the methods of service quality evaluation of Internet-based system different than traditional service quality evaluation methods. This paper reviews the recently developed methods for electronic service quality evaluation: E-SERVQUAL and WEBQUAL; and compares their potential for quality evaluation in online banking systems.

کلیدواژه ها

Service Quality, Electronic Service Quality, E-banking

مقالات مرتبط جدید

اطلاعات بیشتر در مورد COI

COI مخفف عبارت CIVILICA Object Identifier به معنی شناسه سیویلیکا برای اسناد است. COI کدی است که مطابق محل انتشار، به مقالات کنفرانسها و ژورنالهای داخل کشور به هنگام نمایه سازی بر روی پایگاه استنادی سیویلیکا اختصاص می یابد.

کد COI به مفهوم کد ملی اسناد نمایه شده در سیویلیکا است و کدی یکتا و ثابت است و به همین دلیل همواره قابلیت استناد و پیگیری دارد.