000			01970naa a2200217uu 4500
001			9092216171737
003			OSt
005			20190211165502.0
008			090922s2009 xx ||||gr |0|| 0 eng d
100	1		_aSANTOURIDIS, Ilias _937739
245	1	0	_aInternet service quality and customer satisfaction : _bexaming internet banking in Greece
260			_aUK : _bRoutledge, _cjan./fev. 2009
520	3		_aThe 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			_ainternet service quality; SERVQUAL; customer satisfaction; internet banking; Greece
700	1		_aTRIVELLAS, Panagiotis _937740
700	1		_aREKLITIS, Panagiotis _937741
773	0	8	_tTotal Quality Management & Business Excellence _g20, 1-2, p. 223-240 _dUK : Routledge, jan./fev. 2009 _xISSN 14783363 _w
942			_cS
998			_a20090922 _b1617^b _cDaiane
998			_a20091009 _b1105^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c30102 _d30102
041			_aeng