Measuring Banks ’ Automated Service Quality : A Confirmatory Factor Analysis Approach

@inproceedings{AlHawari2005MeasuringB,
  title={Measuring Banks ’ Automated Service Quality : A Confirmatory Factor Analysis Approach},
  author={Mohammed Al-Hawari and Nicole Hartley and Tony Ward},
  year={2005}
}
Automated service quality has been recognised as the factor which determines the success or failure of electronic commerce. Those models current ly available to measure automated service quality are limited in their focus, encompassing only one electronic channel – the internet – thereby ignoring attributes of the other automated service channels. In relation to the banking sector, research has identified that bank customers tend to use a combination of automated service channels. As such, this… CONTINUE READING
Highly Cited
This paper has 20 citations. REVIEW CITATIONS

From This Paper

Figures, tables, and topics from this paper.

Citations

Publications citing this paper.
Showing 1-10 of 15 extracted citations

Links Between Organizational Culture and Six Sigma Practices Fakhraddin MAROOFI

Mohammad NAZARIPOUR
2012
View 3 Excerpts
Highly Influenced

References

Publications referenced by this paper.
Showing 1-10 of 72 references

Multivariate Data Analysis with Readings. Englewood Cliffs: Prentice-Hall International

J Hair, R Anderson, R Tatham, W Black
Henryson S • 1995
View 7 Excerpts
Highly Influenced

Determining and assessing the determinants of eservice operations

H Surjadjaja, S Ghosh, J Antony
Managing Service Quality, • 2003
View 4 Excerpts
Highly Influenced

E - service quality : a model of virtual service quality dimensions

J Santos
Managing Service Quality • 2003
View 8 Excerpts
Highly Influenced

E-service and the public sector

J Buckley
Managing Service Quality, • 2003
View 5 Excerpts
Highly Influenced

Success factors in e-channels; The Malaysian banking

O Hway-Boon, C Yu
scenario. International Journal of Bank Marketing, • 2003
View 4 Excerpts
Highly Influenced

Determinants of customerperceived service quality: A confirmatory factor analysis approach

G Sureshchandar, C Rajendran, R Anantharaman
Journal of Service Marketing, • 2002
View 7 Excerpts
Highly Influenced

Exploring determinants of retail service quality on the internet

M Long, C McMellon
Journal of Service Marketing, • 2004
View 6 Excerpts
Highly Influenced

An empirical evaluation of US bank customer perceptions of the impact of technology in service delivery in the banking

M Joseph, G. Stone
sector. International Journal of Retail & Distribution Management, • 2003
View 10 Excerpts
Highly Influenced

An empirical evaluation of US bank customer perceptions of the impact of technology in service delivery in the banking sector

M Joseph, G Stone
International Journal of Retail & Distribution Management • 2003
View 10 Excerpts
Highly Influenced

Similar Papers

Loading similar papers…