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An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction : a New Zealand study

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An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction

Rod, Michel; Ashill, Nicholas J.; Shao, Jinyi; … - In: Marketing Intelligence & Planning 27 (2009) 1, pp. 103-126

Purpose – The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context. Design/methodology/approach – Internet...

Persistent link: https://www.econbiz.de/10014946142