hkr.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Service quality and its effect on customer satisfaction in online-banking: A quantitative study about the relationship between service quality and customer satisfaction
Kristianstad University, Faculty of Business.
Kristianstad University, Faculty of Business.
2018 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
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.

Place, publisher, year, edition, pages
2018. , p. 52
Keywords [en]
Customer satisfaction, Service quality, e-SERVQUAL, SSTs, TAM
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:hkr:diva-18867OAI: oai:DiVA.org:hkr-18867DiVA, id: diva2:1268135
Subject / course
International business and marketing; Banking and financing
Educational program
Degree of Bachelor of Science in Business and Economics; Degree of Bachelor of Science in Business and Economics
Supervisors
Examiners
Available from: 2018-12-05 Created: 2018-12-04 Last updated: 2018-12-05Bibliographically approved

Open Access in DiVA

Service quality and its effect on customer satisfaction in online-banking(3606 kB)1510 downloads
File information
File name FULLTEXT01.pdfFile size 3606 kBChecksum SHA-512
06287485e8d8f78f449fa33d452829ad1795a380f6f2e0ce3bc6c96ce1eccbefb5557999c9780639b76276740e723ef56786625a33f7fdc25a0ad219f8451ea6
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Bacetic, OliverPersson, Adam
By organisation
Faculty of Business
Economics and Business

Search outside of DiVA

GoogleGoogle Scholar
Total: 1510 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 657 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf