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Now showing items 1-6 of 6
The contest determinant of delight and disappointment: a case study of online banking
(Taylor & Francis, 2013-05-07)
Purpose: This study considers perceived online service quality and online service recovery as antecedents to online satisfaction for the purposes of investigating which factor has the most significant ...
Assessing e-service quality: the current state of E-S-QUAL
(Taylor & Francis, 2012)
Purpose: this study seeks to holistically undertake a comprehensive review of the current state of the E-S-QUAL scale including methodology used, suggestions, and limitations associated with the adoption ...
UK and Spanish banks performances before, during and after the financial crisis: consumer behavior and attitudes to personal risk
(EDNOTERA, 2014-12)
This paper analyzes and compares the UK and Spanish banks performances before, during and after the financial crisis with a focus on the trend of ATMs, payment cards and accepted devices, ROA and ROE. ...
Impact of e-quality and service recovery on loyalty: a study of e-banking in Spain
(Taylor & Francis, 2012-01-18)
The purposes of this study are twofold: (i) to propose and apply scales to measure service quality and service recovery in the setting of electronic banking (e-banking) services; and (ii) to examine the ...
Impact of service recovery on customer loyalty: a study of e-banking in Spain
(The Bucharest University of Economic Studies, 2011-03)
The purposes of this study are twofold: (i) to propose and apply a scale to measure service recovery in the electronic banking (e-banking) sector; and (ii) to examine the relationship between service ...
Investigating discrepancies between e-services implementing or not ISO 9001: customers' outlook in the backdrop of e-services in Catalonia (Spain)
(Universitat de Montenegro, 2011)
This paper seeks to investigate from customers´ perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service ...