This article evaluates the quality of Internet banking services in France, and shows quality differences that result from underdevelopment of services such as "informational” or “customer relationships management” services. The certification process is then presented as a solution to...

Internet is not simply one more distribution channel among the multi-channel strategies used by the financial industry; it is fostering new "e-Business Models" such as Internet-primary banks. However, in spite of its strong development potential, this type of bank has often achieved a weak...

Quality Function Deployment (QFD) is a product and service design technique primarily oriented to deliver the ‘voice of the customer' throughout every single planning and design activity. QFD was successfully applied in almost every manufacturing industry, methodologically adapted and employed...

In the context of the development of e-commerce on the Internet, a lot of electronic payment systems have been set up in order to secure online payments. To understand the success of Internet payment systems it is necessary to analyze the strategies of e-commerce players: consumers, "cyber...