Purpose – The current exploratory study is an attempt to discover the underlying areas of dissatisfaction associated with the banking experience in the UK, particularly as it relates to the implementation of new service delivery technology in the banking industry. Design/methodology/approach...

As nonprofit and charity organizations face increasing competition, there have been growing interests in how nonprofit organizations conduct commercial activities to raise funds as well as grow their business. However, there is lack of prior research about market-oriented and/or commercial...

Purpose - This study aims to explore the key factors of the electronic service quality (e-SQ) perceptions of UK banking customers and to evaluate the customers' perceptions of their banks' actual performance on the identified e-SQ dimensions. Design/methodology/approach - A survey has been used...