巴林网上银行服务质量实证分析

2022 International Conference on Sustainable Islamic Business and Finance (SIBF) Pub Date : 2022-10-11 DOI:10.1109/SIBF56821.2022.9939881

Fouad Meer, S. Kumaraswamy, S. Panigrahi

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引用次数: 0

摘要

本文的主要目的是调查在线服务质量因素对巴林银行业服务质量期望和服务质量满意度的动态影响。采用由居住在巴林的249名活跃网上银行门户用户组成的定量方法，通过偏最小二乘结构方程建模方法分析结果，证实了在线服务质量期望对服务质量满意度的强烈影响。结果还显示，服务质量期望对用户满意度有很强的影响，表明提高在线服务质量会提高用户的满意度。通过揭示在线服务质量的动机维度，本文促进了我们对银行营销的理解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Online Banking Service Quality in Bahrain: An Empirical Analysis

The main purpose of this paper is to investigate the dynamic impact of online service quality factors on service quality expectation and service quality satisfaction in the banking sector of Bahrain. Using a quantitative approach comprising of 249 active online banking portal users residing in Bahrain, the results analyzed through partial least square structural equation modelling approach confirmed a strong impact of online service quality expectation on the level of service quality satisfaction. The results also revealed that service quality expectation has a strong influence on user's satisfaction indicating that improving the quality of online services will improve the satisfaction level of the users. By shedding light on the motivational dimensions of online service quality, this paper advances our understanding of bank marketing.

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来源期刊

2022 International Conference on Sustainable Islamic Business and Finance (SIBF)

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