| Autor: |
ali shaemi, javad khazaei pool, mehdi pormostafa, hadi balouei |
| Jazyk: |
perština |
| Rok vydání: |
2012 |
| Předmět: |
|
| Zdroj: |
تحقیقات بازار یابی نوین, Vol 2, Iss 2, Pp 123-142 (2012) |
| Druh dokumentu: |
article |
| ISSN: |
2228-7744 |
| Popis: |
All Given the importance and position of internet banking and the growing trend of internet banking services in the country in recent years, now is the financial and credit institutions and banks have found a good position to maintain and develop effective strategies without the utilization of scientific and practical management Information and communication is not possible.Today,banks in order to remain competitive need to improve the quality of its internet services to the linear view of this topic is not comprehensive. In order to study integrated model web-qual and kano is used that with removal the linear hypothesis is.In the first step towards internet service quality factors based on the nation's banks web-qual model to determine the current practice of banks and provide the service expectations of customers and their vision of internet service quality mentioned has been evaluated.In the first step factors towards internet service quality the nation's banks based on web-qual model to determine the current practice of banks and provide the service expectations of customers and their vision of internet service quality mentioned has been evaluated.Considering the gap between customer expectations and current practice of banks in providing these services, services to the two categories is divided into weak and strong.In the second step of research with integrating web-qual and Kano model, service quality factors based on Kano model classified to determine which features of internet service quality determined by the model web-qual and evaluated, is the strategic importance in relation to customer satisfaction. |
| Databáze: |
Directory of Open Access Journals |
| Externí odkaz: |
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