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Service quality and its effect on customer satisfaction in online-banking: A quantitative study about the relationship between service quality and customer satisfaction
Högskolan Kristianstad, Fakulteten för ekonomi.
Högskolan Kristianstad, Fakulteten för ekonomi.
2018 (engelsk)Independent thesis Basic level (degree of Bachelor), 10 poäng / 15 hpOppgave
Abstract [en]

The continuous development and expansion of online-banking have significantly changed the way of conducting banking errands. The traditional bank is gradually perishing as online-banking takes over, leading customers and banks to acquire new ways of communicating. Self-service technology and customer needs have changed the relationship between banks and their customers from physical to digital. Online-banking relationships were established to create interest for long-term relations to avoid the cost of acquiring new customers.

How service quality factors within online-banking affect customer satisfaction have become relevant to study as it contributes to a bank’s performance. Where the performance increases the chances of competitive advantages such as a bigger market share and long-term success in the banking industry.

The purpose of this thesis is to explain how service quality within online-banking affects customer satisfaction, using service quality factors from the e-SERVQUAL, SSTs and TAM. A quantitative method based on relevant theories were used through a positivistic and a deductive research approach in order to test the study hypotheses. The result of this study is based on 110 respondents. The result presents a positive relationship between service quality and customer satisfaction, as Technology and Fulfilment contributed the most and Reliability the least to customer satisfaction.

sted, utgiver, år, opplag, sider
2018. , s. 52
Emneord [en]
Customer satisfaction, Service quality, e-SERVQUAL, SSTs, TAM
HSV kategori
Identifikatorer
URN: urn:nbn:se:hkr:diva-18867OAI: oai:DiVA.org:hkr-18867DiVA, id: diva2:1268135
Fag / kurs
International business and marketing; Banking and financing
Utdanningsprogram
Degree of Bachelor of Science in Business and Economics; Degree of Bachelor of Science in Business and Economics
Veileder
Examiner
Tilgjengelig fra: 2018-12-05 Laget: 2018-12-04 Sist oppdatert: 2018-12-05bibliografisk kontrollert

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Service quality and its effect on customer satisfaction in online-banking(3606 kB)1674 nedlastinger
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