Outline

  • Abstract
  • Keywords
  • 1. Introduction
  • 2. Conceptual Model
  • 2.1 Features of the Web-Based Portal
  • A. Accessibility
  • B. Responsiveness
  • C. Functional Usefulness
  • D. Usability As Against Ease of Use
  • E. Safety
  • F. Convenience
  • G. Realization
  • 2.2 Effects of Portals Features on Service Quality Gap
  • 2.2.1 Closing Service Communication Gap
  • 2.2.2 Closing Service Information Gap
  • 2.2.3 Closing Service Standards Gap
  • 2.2.4 Closing Service Performance Gap
  • 2.3 Relation Between Gap Closing and Online Service Quality Perceptions
  • 2.4 Relation Between Overall Online Service Quality Perceptions and Overall Online Customer Satisfaction
  • 3. Conclusion
  • 4. Research Limitations
  • Acknowledgement
  • References

رئوس مطالب

  • چکیده
  • کلید واژه ها
  • 1. مقدمه
  • 2. مدل مفهومی
  • 2.1 ویژگی های یک پورتال مبتنی بر وب
  • الف. قابلیت دسترسی
  • ب. پاسخگویی
  • ج. سودمندی کاربردی
  • د. قابلیت استفاده در مقابل سهولت استفاده
  • ه. ایمنی
  • و. راحتی
  • ز. تحقق
  • 2.2 اثر از ویژگی های پورتال بر شکاف کیفیت خدمات
  • 2.2.1 بسته شدن شکاف ارتباطی خدمات
  • 2.2.2 بستن شکاف اطلاعاتی خدمات
  • 2.2.3 بستن شکاف استانداردهای خدمات
  • 2.2.4 بستن شکاف عملکرد خدمات
  • 2.3 رابطه بین بستن شکاف و درک کیفیت خدمات آنلاین
  • 2.4 رابطه بین درک کلی از کیفیت خدمات آنلاین و رضایت کلی مشتری آنلاین
  • 3. نتیجه گیری
  • 4. محدودیت های تحقیق

Abstract

Advances in the capabilities of information technologies and the desire for accelerated business innovations are motivating services firms, such as banks, to reengineer their existing business processes and activities and develop newer business models. The implementation of self-service through a web-based portal is one of the significant business models being implemented by banks. These portals are expected to facilitate improvements in the quality of customer services. Yet, there is a need to develop research models to examine how and why these portals could enhance customer perceptions of quality and satisfaction. This paper draws upon theories and ideas from information systems and services marketing literatures to develop a rich model and proposition linking the features of web portals and customer satisfaction with banking services. These propositions could form the basis for future empirical research and have significant managerial implications.

Research Limitations

The research limited to Internet Banking Service Domain offering regular and routine customer banking services. Thus the applicability generalizability can be more limited to financial services. The paper also highlights its limitations on e-service quality literature, particularly on the use of proposed indicators as against other formative approaches who have suggested various other e-service quality factors in the modeling of e-service quality.

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