000			01710naa a2200181uu 4500
001			9013014523210
003			OSt
005			20190211164646.0
008			090130s2009 xx ||||gr |0|| 0 eng d
100	1		_aSOHN, Changsoo _936135
245	1	0	_aDevelopment of e-service quality measure for internet-based financial institutions
260			_aOxfordshire, UK : _bTaylor & Francis, _cSeptember-October 2008
520	3		_aIn the early stage of internet markets, internet-based financial institutions competed with traditional financial institutions by providing services at lower prices. However, today, more and more companies are participating in internet markets, nullifying the initial price advantage and resulting in low prices becoming a minimum qualification to compete in the market. Therefore, companies operating in internet markets need something else in order to attract customers. What becomes important for internet-based financial institutions is to provide high quality 'service'. This study raises a research question: 'how do customers evaluate the quality of e-services provided by internet-based financial institutions?' This study reveals six valid and reliable dimensions measuring perceived e-service quality: Trust, Customised communications, Ease of use, Website content and functionality, Reliability and Speed of delivery. These dimensions are validated using confirmatory factor analysis and criterion-related validity
700	1		_aTADISINA, Suresh _936136
773	0	8	_tTotal quality management & business excellence _g19, 9-10, p. 903-918 _dOxfordshire, UK : Taylor & Francis, September-October 2008 _xISSN 14783363 _w
942			_cS
998			_a20090130 _b1452^b _cTiago
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c28148 _d28148
041			_aeng