Services quality model for online banking services by behavioral adoption theories and comparative study
Year: 2011
Type: article
Abstract: The rapid spread of technology has made the internet the best channel to provide banking services and products to customers. Banks now consider the internet as part of their strategic plan. It will revolutionize the way banks operate, deliver, and compete, especially because the competitive advantages of traditional branch networks are eroding rapidly. This paper provides a model, based on different service quality models and theories such as technology acceptance model (TAM), theory of reasoned action (TRA) and theory of planned behavior (TPB). As a result, the quality of online banking services has become a major area of attention among researchers and bank managers due to its strong impact on business performance, lower costs, customer satisfaction, customer loyalty, and profitability. This paper provides a model with 7 factors on the following dimensions: Convenience, accessibility, accuracy, security, usefulness, bank image and web site design. Some of these factors have a significant statistical difference between males and females.
Key word: Behavioral adoption theories, online banking services, service quality.
DOI: 10.5897/ajbm11.056
Authors: Tooraj Sadeghi, Sahel Farokhian
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W2169523788