The aim of this research is to examine the relationship between the e-service quality dimensions and customer satisfaction of banks in Jordan. Using a structured questionnaire, the primary data was collected from 457 customers who had e-banking transactions with banks in Jordan. Multiple...

This study sets out to investigate the relationships service quality, customer perceived value and customer satisfaction in six large software companies of Iran. To this end, after reviewing the related literature, the effective factors in the service quality, customer perceived value and...

In this paper, we present our findings to develop an understanding of the effect of website usability, customer satisfaction on loyalty and positive Word-of-Mouth (WOM) as a means of referral. A survey was conducted among 220 internet banking users in Malaysia who represented the main banking...

The intention of the paper is to find out whether e-banking initiatives in Indian public sector banks (PSBs) can be considered as a successful case of BPR implementation. Attempt has been made to study e-banking solutions adopted by Indian PSBs and to evaluate their performance in improving the...

This study considers the coherence of the financial service sector and adopts different observational variables to identify innovation capital (training and R&D density) and process capital (IT system sufficiency). The results show that human capital has a direct impact on both innovation...

The purpose of this study is to develop a measurement instrument for customer satisfaction with internet banking (IBCS). A web survey was used with the subjects being internet banking users of Taiwanese banks. A total of 226 valid questionnaires were obtained with an 85% response rate. For the...

In this paper, we have analysed the antecedents of affective commitment to a website, due to the fact that commitment is a key factor in order to maintain a long-term relationship between the consumer and the business in the online context. In terms of affective commitment, we have found a...

The purpose of this study is to develop a measurement instrument for customer satisfaction with internet banking (IBCS). A web survey was used with the subjects being internet banking users of Taiwanese banks. A total of 226 valid questionnaires were obtained with an 85% response rate. For the...