| The Internet has become a relatively new service delivery channel in the banking industry in the last few decades. This research aims to create an effective service quality measurement model for Online Personal Banking Services, hence to help the banks to identify the weaknesses of their online service and provide suggestions for improvements.This research proposed an'Indicator System'for measuring the quality of Online Personal Banking Services through a comprehensive literature review on Service Quality Management and Online Service Quality Measurement. A case study approach was then adopted to illustrate and verify the'Indicator System'in a major Online Personal Banking Service provider in China, China Merchant Bank. Customer data were collected through questionnaires and analyzed from different angles.The original proposed'Indicator System'contains 9 dimensions and 26 determinants of Online Personal Banking Service Quality. Through the application of SQ-Atten and statistical analysis,5 most important determinants were finally identified. Suggestions for improvements on Online Personal Banking Service Quality were provided with the focus of those 5 determinants. |
PDF Full Text Request