Quality Online Banking Services (Management Project)

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Globalization and deregulations have increased competition in the marketplace, as nowadays it has become much easier for companies to cross borders and compete internationally. The increased competition, on its behalf, has made organizations to constantly try increase their productivity and decrease their costs. One way for them to achieve that is by investing in information technology.

Using an already developed model for measuring the quality of online services, the thesis authors have developed and later on modified a theoretical model (instrument) for measuring the quality of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed.

As a result of the conducted analysis, the initial theoretical model has been modified, so as the final version of the model (instrument) for measuring quality of online banking services includes four quality dimensions (Service Performance, Website Characteristics, Communication and Efficiency) with total of 17 items (questions).

Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered.


1 Introduction

1.1 Background

1.2 Problem Discussion

1.3 Purpose

1.4 Research Questions

1.5 Delimitations

1.6 Definitions

1.7 Disposition of the Thesis

2 Theoretical Framework

2.1 Traditional Services

2.1.1 Definition and Characteristics of Services

2.1.2 Traditional Services Quality


2.1.4 Studies on Traditional Banking Services Quality

2.2 E-Services

2.2.1 Definition and Characteristics of E-services

2.2.2 E-services Quality

2.3 Online Systems Quality

2.3.1 Definition and Importance in Relation to the Study of E-service Quality

2.3.2 Studies on Online Systems Quality

2.4 E-Banking Services

2.4.1 Definition and Types of E-Banking Services

2.4.2 Studies on E-banking Service Quality

2.5 E-SQ (E-S-QUAL and E-RecS-QUAL) Instrument for Measuring Online Services Quality

2.6 Summary of the Theoretical Framework

3 Methodology

3.1 Research Approach

3.1.1 Quantitative and Qualitative Research Methods

3.2 Sample Selection

3.3 Data Collection

3.4 Data Analysis

3.4.1 Cronbach’s Alpha Test of Reliability

3.4.2 Principal Component Analysis

3.5 Reliability and Validity

3.5.1 Reliability

3.5.2 Validity

4 Empirical Data and Analysis

4.1 Missing Data

4.2 Descriptive Statistics

4.3 Cronbach’s Alpha Test of Reliability

4.4 Principal Component Analysis

4.5 Cronbach’s Alpha Test of Reliability on the Modified Theoretical Model

4.6 Modified Theoretical Model

4.7 Descriptive Statistics Analysis (based on the modified theoretical model)

4.7.1 Analysis by Quality Dimension

4.7.2 Ranking Satisfaction & Dissatisfaction Levels of Customers on Different Quality Dimensions

4.7.3 The Special Case of Föreningssparbanken (FSB)

5 Conclusion and Discussions

5.1 Conclusions

5.2 Discussions

5.3 Managerial Recommendations

5.4 Further Research


Author: Kenova, Vasya & Jonasson, Patrik
Source: Jönköping University

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