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Electronic Service Quality Evaluation Methods for Online-Banking System

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Executive Summary

E-commerce has increased its significance during the last decades and its importance is still continuing to increase. Branches, which have had traditional means of conducting business and interaction between parties have also been influenced by the Internet and gone through many changes. One of these traditional branches is the banking industry, which during the middle of the 1990's started offering banking services over the Internet. The changes lead to that the physical interaction in the bank office environment between the banks and their customers has diminished and been replaced by customers conducting their errands from their homes and businesses.

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