ABSTRACT Quality provided to the customer is a main issue for e-banking. The extant literature on e-services has preferentially examined quality factors as perceived by customers. However, on the other side, quality depends on the managerial perceptions about quality drivers and the decisions that would follow from these perceptions. According to SERVQUAL - the most known service quality model - any gaps between management’s and customers’ perceptions would affect the experienced quality and then the customer satisfaction. The aim of the paper is to explore how bank managers perceive quality drivers for e-banking through a preliminary empirical survey.
Managerial Gaps in E-banking Quality Drivers: An Empirical Assessment
PACE, STEFANO;
2009
Abstract
ABSTRACT Quality provided to the customer is a main issue for e-banking. The extant literature on e-services has preferentially examined quality factors as perceived by customers. However, on the other side, quality depends on the managerial perceptions about quality drivers and the decisions that would follow from these perceptions. According to SERVQUAL - the most known service quality model - any gaps between management’s and customers’ perceptions would affect the experienced quality and then the customer satisfaction. The aim of the paper is to explore how bank managers perceive quality drivers for e-banking through a preliminary empirical survey.
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