A research on the Service Quality Gap of Internet Banking IPGA approach

A research on the Service Quality Gap of Internet Banking IPGA approach

碩士 === 中國文化大學 === 國際企業管理學系 === 100 === By using the IPGA (importance-performance and gap analysis). In this study, we explore which quadrant might people's feelling located in about the the service quality of Internet banking, degree of expectation and items to be improved. We use four dimensio...

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Main Authors: Chen, Pin Ren, 陳品壬
Other Authors: Shih, Kuang Hsun
Format: Others
Language:zh-TW
Published: 2012
Online Access:http://ndltd.ncl.edu.tw/handle/80867760860718478727
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spelling ndltd-TW-100PCCU03210442015-10-13T21:06:52Z http://ndltd.ncl.edu.tw/handle/80867760860718478727 A research on the Service Quality Gap of Internet Banking IPGA approach 應用IPGA檢視網路銀行服務品質缺口研究 Chen, Pin Ren 陳品壬 碩士 中國文化大學 國際企業管理學系 100 By using the IPGA (importance-performance and gap analysis). In this study, we explore which quadrant might people's feelling located in about the the service quality of Internet banking, degree of expectation and items to be improved. We use four dimensions of eTailQ scale developed by Wolfinbarger& Gilly, to measure the quality of service for Internet banking users, the quality of website design, perform / reliability, privacy / security, and customer service. Through data analysis, a gap was found existing between people's feelling about the Internet banking service quality and the actual perception. IPGA quadrant are also located in the second quadrant of the improvement (concentrate here) and the low priority of the third quadrant (low priority). The results of this study will give advice to internet bankers to enhance the user's satisfaction with online financial services. Shih, Kuang Hsun 施光訓 2012 學位論文 ; thesis 43 zh-TW
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language zh-TW
format Others
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description 碩士 === 中國文化大學 === 國際企業管理學系 === 100 === By using the IPGA (importance-performance and gap analysis). In this study, we explore which quadrant might people's feelling located in about the the service quality of Internet banking, degree of expectation and items to be improved. We use four dimensions of eTailQ scale developed by Wolfinbarger& Gilly, to measure the quality of service for Internet banking users, the quality of website design, perform / reliability, privacy / security, and customer service. Through data analysis, a gap was found existing between people's feelling about the Internet banking service quality and the actual perception. IPGA quadrant are also located in the second quadrant of the improvement (concentrate here) and the low priority of the third quadrant (low priority). The results of this study will give advice to internet bankers to enhance the user's satisfaction with online financial services.
author2 Shih, Kuang Hsun
author_facet Shih, Kuang Hsun
Chen, Pin Ren
陳品壬
author Chen, Pin Ren
陳品壬
spellingShingle Chen, Pin Ren
陳品壬
A research on the Service Quality Gap of Internet Banking IPGA approach
author_sort Chen, Pin Ren
title A research on the Service Quality Gap of Internet Banking IPGA approach
title_short A research on the Service Quality Gap of Internet Banking IPGA approach
title_full A research on the Service Quality Gap of Internet Banking IPGA approach
title_fullStr A research on the Service Quality Gap of Internet Banking IPGA approach
title_full_unstemmed A research on the Service Quality Gap of Internet Banking IPGA approach
title_sort research on the service quality gap of internet banking ipga approach
publishDate 2012
url http://ndltd.ncl.edu.tw/handle/80867760860718478727
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