Internet service quality and customer satisfaction : (Record no. 30102)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01970naa a2200217uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 9092216171737 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211165502.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 090922s2009 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | SANTOURIDIS, Ilias |
| 9 (RLIN) | 37739 |
| 245 10 - TITLE STATEMENT | |
| Title | Internet service quality and customer satisfaction : |
| Remainder of title | examing internet banking in Greece |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | UK : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | jan./fev. 2009 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | The present study investigates internet service quality and its impact on customer satisfaction in the banking context. Internet service quality is operationalised by adopting an instrument, which is based on SERVQUAL and consists of six dimensions, namely assurance, quality of information, responsiveness, web assistance, empathy and reliability. The field research, which resulted in 184 valid questionnaires, was conducted among internet banking customers in Greece, a country with relatively low internet penetration rate. The findings confirm, to a great extent, the validity of the instrument and highlight the above average performance of service quality delivered by Greek banks via the internet. All quality dimensions are proved to be antecedents of overall customer satisfaction, with reliability having the most significant impact. Furthermore, quality of information is a crucial dimension driving the customer intentions for internet banking future usage. Finally, familiarisation-related dimensions, such as empathy and web assistance, play a very important role in customers' willingness to recommend the service to other people. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | internet service quality; SERVQUAL; customer satisfaction; internet banking; Greece |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | TRIVELLAS, Panagiotis |
| 9 (RLIN) | 37740 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | REKLITIS, Panagiotis |
| 9 (RLIN) | 37741 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 20, 1-2, p. 223-240 |
| Place, publisher, and date of publication | UK : Routledge, jan./fev. 2009 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20090922 |
| Operator's initials, OID (RLIN) | 1617^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20091009 |
| Operator's initials, OID (RLIN) | 1105^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
No items available.
