PROVIDING A MODEL FOR IDENTIFYING THE SERVICE QUALITY DIMENSIONS WITHIN TECHNOLOGY-BASED BANKING (CASE STUDY: STUDENT’S OF ISLAMIC AZAD UNIVERSITY-ARAK BRANCH)

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NAJAFIZADEH N.S.; MOJOODI A.; GHASEMI P.

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Paper Information

Journal: JOURNAL OF MARKETING MANAGEMENT Year:2013 | Volume:8 | Issue:20 Page(s): 15-32

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Title

PROVIDING A MODEL FOR IDENTIFYING THE SERVICE QUALITY DIMENSIONS WITHIN TECHNOLOGY-BASED BANKING (CASE STUDY: STUDENT’S OF ISLAMIC AZAD UNIVERSITY-ARAK BRANCH)

Author(s)

NAJAFIZADEH N.S. | MOJOODI A. | GHASEMI P. | Issue Writer Certificate

Keywords

ELECTRONIC CONSUMERQ2

ELECTRONIC CONSUMER BEHAVIORQ2

ELECTRONIC RETAILERQ2

ELECTRONIC SHOPPINGQ2

Abstract

Purpose: With the emerging a new phenomenon of Internet, the banks have gone through the traditional process and have reached the stage of modern banking in their career. Following this transition, the banks became familiar with numerous banking technologies. However, the main concern in the use of these technologies was the quality assessment and their impact on customers’ satisfaction and loyalty. Therefore, the objective of the present study is to provide a model which is able to assess the quality of any kind of banking technologies (whether the technologies that are already in use or those that will be used in the future).Design/methodology/approach: Firstly, exploratory factor analysis (EFA) method was used to identify the service quality dimensions within technology-based banking. Then, the effect of each variable on customers’ satisfaction and loyalty was investigated using structural equations modeling employing LISREL software.Findings: Following exploratory factor analysis, 8 dimensions of easiness, assurance, security, customization, comprehensive being, convenience, support services and the employee knowledge were identified as the service quality dimensions within technology-based banking. Finally, the effect of each of the eight dimensions on the customers’ satisfaction and loyalty was investigated using structural equations modeling.Practical implications: The model obtained in the present study was used to identify the service quality dimensions regardless the applied banking technology, therefore it is considered as a general model which is applicable to any kind of banking technology.Originality/value: The present study provides a general model to identify the service quality dimensions within technology-based banking.

Cites

THE EXPLANATION OF THE COMPONENTS OF THE E-LEARNING SYSTEM AND ITS RELATIONSHIP WITH THE SATISFACTION OF FACULTY MEMBERS IN PAYAME NOOR UNIVERSITY

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APA: Copy

NAJAFIZADEH, N.S., MOJOODI, A., & GHASEMI, P.. (2013). PROVIDING A MODEL FOR IDENTIFYING THE SERVICE QUALITY DIMENSIONS WITHIN TECHNOLOGY-BASED BANKING (CASE STUDY: STUDENT’S OF ISLAMIC AZAD UNIVERSITY-ARAK BRANCH). JOURNAL OF MARKETING MANAGEMENT, 8(20), 15-32. SID. https://sid.ir/paper/218897/en

Vancouver: Copy

NAJAFIZADEH N.S., MOJOODI A., GHASEMI P.. PROVIDING A MODEL FOR IDENTIFYING THE SERVICE QUALITY DIMENSIONS WITHIN TECHNOLOGY-BASED BANKING (CASE STUDY: STUDENT’S OF ISLAMIC AZAD UNIVERSITY-ARAK BRANCH). JOURNAL OF MARKETING MANAGEMENT[Internet]. 2013;8(20):15-32. Available from: https://sid.ir/paper/218897/en

IEEE: Copy

N.S. NAJAFIZADEH, A. MOJOODI, and P. GHASEMI, “PROVIDING A MODEL FOR IDENTIFYING THE SERVICE QUALITY DIMENSIONS WITHIN TECHNOLOGY-BASED BANKING (CASE STUDY: STUDENT’S OF ISLAMIC AZAD UNIVERSITY-ARAK BRANCH),” JOURNAL OF MARKETING MANAGEMENT, vol. 8, no. 20, pp. 15–32, 2013, [Online]. Available: https://sid.ir/paper/218897/en

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