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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 (Engelska)Självständigt arbete på grundnivå (kandidatexamen), 10 poäng / 15 hpStudentuppsats (Examensarbete)
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.

Ort, förlag, år, upplaga, sidor
2018. , s. 52
Nyckelord [en]
Customer satisfaction, Service quality, e-SERVQUAL, SSTs, TAM
Nationell ämneskategori
Ekonomi och näringsliv
Identifikatorer
URN: urn:nbn:se:hkr:diva-18867OAI: oai:DiVA.org:hkr-18867DiVA, id: diva2:1268135
Ämne / kurs
Internationellt företagande och marknadsföring; Bank och finans
Utbildningsprogram
Ekonomprogrammet; Ekonomprogrammet
Handledare
Examinatorer
Tillgänglig från: 2018-12-05 Skapad: 2018-12-04 Senast uppdaterad: 2018-12-05Bibliografiskt granskad

Open Access i DiVA

Service quality and its effect on customer satisfaction in online-banking(3606 kB)1482 nedladdningar
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Typ fulltextMimetyp application/pdf

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