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    Re-examining traditional service quality in an e-banking era

    21004_downloaded_stream_460.pdf (193.6Kb)
    Access Status
    Open access
    Authors
    Wong, David
    Rexha, Nexhmi
    Phau, Ian
    Date
    2008
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Wong, David H. and Rexha, Nexhmi and Phau, Ian. 2008. Re-examining traditional service quality in an e-banking era. International Journal of Bank Marketing 26 (7): 526-545.
    Source Title
    International Journal of Bank Marketing
    DOI
    10.1108/02652320810913873
    Faculty
    Curtin Business School
    School of Marketing
    Remarks

    The definitive version is available from the Emerald Group Publishing Limited

    URI
    http://hdl.handle.net/20.500.11937/11641
    Collection
    • Curtin Research Publications
    Abstract

    The paper re-examines the role of traditional service quality in an e-banking environment by providing a review of (a) how traditional service quality perceptions have evolved through the current and continuing stream of change in banking technology and (b) the corresponding changes in the nature of how banks interact with their customers. Data were collected from a mail survey sent out to a commercially purchased mailing list of 2,500 business names and addresses. The overall usable response rate was 30.6%. Quadrant analysis was performed on the service quality dimensions from the SERVQUAL scale. While the importance ranking of the five SERVQUAL dimensions have not changed dramatically over the years, large discrepancies were found between customer expectations and their perceived performance of traditional banking services. Quadrant analysis produced specific recommendations on how banks should prioritise the allocation of their resources to maintain high perceived service quality in their human interactions. This is the first study which revisits and re-examines traditional service quality in the e-banking era. It highlights how high levels of traditional service quality may lead to increased customer trust and thus more successful cross-selling of e-banking products to customers.

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