E-Service Quality Strategy: Achieving Customer Satisfaction in Online Banking

Provided by: Journal of Theoretical and Applied Information Technology
Topic: Enterprise Software
Format: PDF
Customer satisfaction is a challenging task in today's competitive world of e-businesses. Among these e-businesses is banking sector business. These businesses are tremendously trying to deploy customer relationship management and improve the connections between the business and customer for their satisfaction. Online banking offers facilities and services to the customers whereas the role of IT is very dominant factor for improving the quality of services to achieve customer satisfaction. So, this paper is to build a customer satisfaction strategy and measuring e-service quality by relating it to the web service quality.

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