| Abstract: | In the last years we have witnessed a substantial growth of Internet –based services,
both from pure Internet businesses and from traditional companies developing online
services. One of the key challenge of Internet as a service delivery channel is how
service quality is managed, which holds a significant importance to final customer
satisfaction. The purpose of this research is to deepen the understanding of the service
quality dimensions affecting customer satisfaction in the Internet banking sector from
the consumer point of view. Based on a detailed literature review, a frame of reference
was developed for make the study as much reliable as possible. Five service quality
dimensions were selected to be tested in the Internet banking sector in the company
case, in order to explore the relationship between service quality and customer
satisfaction. A quantitative research approach was used to get a better understanding of
this issue. Data presentation and analysis were done in accordance with the research
questions and the frame of reference. Finally, in the last chapter findings and
conclusions were drawn by answering the research questions. Seven service quality
dimensions in internet banking were identified in this study (i.e., reliability and service
performance, responsiveness, fulfillment, privacy, website characteristics and
customization, organizational issues, and efficiency). Factor and reliability (Cronbach
Alpha coefficients) analysis were carried out to determine the validity and
unidimensionality of the construct. Furthermore, associations between the users’
satisfaction and service quality dimensions was explored, and found to be statistically
non significant. However, overall satisfaction is significantly depending by overall
service quality. |
