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  • 1.
    Bacetic, Oliver
    et al.
    Kristianstad University, Faculty of Business.
    Persson, Adam
    Kristianstad University, Faculty of Business.
    Service quality and its effect on customer satisfaction in online-banking: A quantitative study about the relationship between service quality and customer satisfaction2018Independent 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.

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