The purpose of this paper is to examine the relationships of e-service quality dimensions with overall internet banking service quality, and its effect on customer satisfaction in the USA banking industry. The propose...The purpose of this paper is to examine the relationships of e-service quality dimensions with overall internet banking service quality, and its effect on customer satisfaction in the USA banking industry. The proposed instrument dimensions are identified based on a questionnaire survey conducted in the US. Based on an extensive review of literature, this paper proposed eight dimensions for measuring overall internet banking service quality and its subsequent effect on customer satisfaction. Also, this research uses American internet banking users as survey targets for its empirical studies. The results show significant relationships among the e-service quality dimensions （efficiency, fulfillment, system availability, privacy, assurance/trust, site aesthetics, responsiveness, and contact）, overall internet banking service quality, and customer satisfaction. Little attention has been given in the literature to understanding of the e-service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. This paper empirically examines the relationships among the eight e-service quality dimensions, overall internet banking service quality, and customer satisfaction. The findings are important to enable bank managers to have a better understanding of the key e-service quality dimensions of internet banking that affect customer satisfaction. The primary limitations of this study are the scope and size of its sample.展开更多
Increases in consumer requirements for both product and service efficiency and effectiveness have resulted in business process reengineering （BPR）. The re-engineering of business processes is concerned with fundamen...Increases in consumer requirements for both product and service efficiency and effectiveness have resulted in business process reengineering （BPR）. The re-engineering of business processes is concerned with fundamentally rethinking and redesigning business processes to obtain dramatic and sustaining improvements in quality, cost, service, lead-times, outcomes, flexibility and innovation （Hammer ＆ Champy, 1993）. Nowadays, banking industry has reduced structural barriers to competition in domestic markets by abolishing interest rates ceilings on deposits and lending by financial intermediaries in the world. Iran also has not been expected. According to the government＇s decision, the interest rate is going down to be around 9% （before： 22%, and right now： 15%）, and this decision is very risky for the banks in Iran. On these reasons cited above, the banks should employ some strategies to solve their problems. It is because the customers have a vital and key role in this sector, and the banks are dependent to them, 13PR is one strategy to help them in this competitive situation. BPR implementation can provide them, to survive in this better customer service, as well as improvement and management of customer expectations satisfaction and loyalty （Winer, 2001）. This study is a descriptive-correlation research to explain effect of BPR on strengthening of banking sector, focus on customer satisfaction as potential of I^PR. The focus of attention with such applications is customer satisfaction. In this research, a questionnaire was developed containing 18 items each items employed a 7-piont instrument developed to find existent relationship between BPR implementation and customer satisfaction, relationship between employee＇s productivity and efficiency and satisfaction level of customer and also effect of information technology on accomplishment of BPR. In order to validate the instrument, validity and reliability tests were performed and to get reliability. Alpha kronbakh has computed according a pilot study as shown in following items： r HI （with 5 factors） = 75.7%; r H2 （with 7 factors） = 75%; r H3 （with 5 factors） = 81%; R total： （with 17 factors） = 92%展开更多
The online shopping has changed people＇s traditional mode of shopping. With more and more customers participate in online shopping, and the online shopping service providers need to improve the quality of service to ...The online shopping has changed people＇s traditional mode of shopping. With more and more customers participate in online shopping, and the online shopping service providers need to improve the quality of service to attract customers to improve customer satisfaction. Based on SERVQUAL model, this paper explores the association between various dimensions of service quality of the web-based shopping and customer satisfaction and service loyalty, and gives an analysis of the five dimensions of quality of service in the context of online shopping, the relationship between service quality and customer satisfaction and loyalty, and thus providing the reference for online shopping service.展开更多
In the transportation service, customers＇ specially ordered time window is not always strictly obeyed and deviation of service time from customer-ordered time window determine customers＇ satisfaction degree, which c...In the transportation service, customers＇ specially ordered time window is not always strictly obeyed and deviation of service time from customer-ordered time window determine customers＇ satisfaction degree, which can be quantified by satisfactory function. And improved saving algorithm is proposed to solve the multi-objective model. A case study is also presented to verify effectiveness of the proposed algorithm.展开更多
文摘The purpose of this paper is to examine the relationships of e-service quality dimensions with overall internet banking service quality, and its effect on customer satisfaction in the USA banking industry. The proposed instrument dimensions are identified based on a questionnaire survey conducted in the US. Based on an extensive review of literature, this paper proposed eight dimensions for measuring overall internet banking service quality and its subsequent effect on customer satisfaction. Also, this research uses American internet banking users as survey targets for its empirical studies. The results show significant relationships among the e-service quality dimensions （efficiency, fulfillment, system availability, privacy, assurance/trust, site aesthetics, responsiveness, and contact）, overall internet banking service quality, and customer satisfaction. Little attention has been given in the literature to understanding of the e-service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. This paper empirically examines the relationships among the eight e-service quality dimensions, overall internet banking service quality, and customer satisfaction. The findings are important to enable bank managers to have a better understanding of the key e-service quality dimensions of internet banking that affect customer satisfaction. The primary limitations of this study are the scope and size of its sample.
文摘Increases in consumer requirements for both product and service efficiency and effectiveness have resulted in business process reengineering （BPR）. The re-engineering of business processes is concerned with fundamentally rethinking and redesigning business processes to obtain dramatic and sustaining improvements in quality, cost, service, lead-times, outcomes, flexibility and innovation （Hammer ＆ Champy, 1993）. Nowadays, banking industry has reduced structural barriers to competition in domestic markets by abolishing interest rates ceilings on deposits and lending by financial intermediaries in the world. Iran also has not been expected. According to the government＇s decision, the interest rate is going down to be around 9% （before： 22%, and right now： 15%）, and this decision is very risky for the banks in Iran. On these reasons cited above, the banks should employ some strategies to solve their problems. It is because the customers have a vital and key role in this sector, and the banks are dependent to them, 13PR is one strategy to help them in this competitive situation. BPR implementation can provide them, to survive in this better customer service, as well as improvement and management of customer expectations satisfaction and loyalty （Winer, 2001）. This study is a descriptive-correlation research to explain effect of BPR on strengthening of banking sector, focus on customer satisfaction as potential of I^PR. The focus of attention with such applications is customer satisfaction. In this research, a questionnaire was developed containing 18 items each items employed a 7-piont instrument developed to find existent relationship between BPR implementation and customer satisfaction, relationship between employee＇s productivity and efficiency and satisfaction level of customer and also effect of information technology on accomplishment of BPR. In order to validate the instrument, validity and reliability tests were performed and to get reliability. Alpha kronbakh has computed according a pilot study as shown in following items： r HI （with 5 factors） = 75.7%; r H2 （with 7 factors） = 75%; r H3 （with 5 factors） = 81%; R total： （with 17 factors） = 92%
基金Acknowledgement This article was financially supported by the Fund of National Natural Science Foundation project： ＂Mass consumer service failures and remedial mechanisms＂ （Grant NO. 70872083）.
文摘The online shopping has changed people＇s traditional mode of shopping. With more and more customers participate in online shopping, and the online shopping service providers need to improve the quality of service to attract customers to improve customer satisfaction. Based on SERVQUAL model, this paper explores the association between various dimensions of service quality of the web-based shopping and customer satisfaction and service loyalty, and gives an analysis of the five dimensions of quality of service in the context of online shopping, the relationship between service quality and customer satisfaction and loyalty, and thus providing the reference for online shopping service.
文摘In the transportation service, customers＇ specially ordered time window is not always strictly obeyed and deviation of service time from customer-ordered time window determine customers＇ satisfaction degree, which can be quantified by satisfactory function. And improved saving algorithm is proposed to solve the multi-objective model. A case study is also presented to verify effectiveness of the proposed algorithm.
