{"title":"COVID-19故障后电子服务质量带来的客户满意度和客户保留率","authors":"Ifra Fathima, R. Radhika, A. Fathima","doi":"10.1080/09720510.2022.2094555","DOIUrl":null,"url":null,"abstract":"Abstract With various technological innovation and digital payment system, customer expectations for the banking services has raised and these changes have paved a way for superior customer quality and satisfaction. The present study has utilized e-servqual modified model and format to evaluate the banking service satisfaction and retentions. The online survey has been distributed and collected among 167 people in Chennai city using a non-probability sampling technique. Furthermore the present study employed SPSS software to evaluate the banking service quality and satisfaction among the potential customers. As a result of e-servqual quality dimensions a positive association has been identified among potential retained customers.","PeriodicalId":270059,"journal":{"name":"Journal of Statistics and Management Systems","volume":"35 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2022-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Customer satisfaction and customer retention as a result of e-Service quality after the COVID-19 breakdown\",\"authors\":\"Ifra Fathima, R. Radhika, A. Fathima\",\"doi\":\"10.1080/09720510.2022.2094555\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Abstract With various technological innovation and digital payment system, customer expectations for the banking services has raised and these changes have paved a way for superior customer quality and satisfaction. The present study has utilized e-servqual modified model and format to evaluate the banking service satisfaction and retentions. The online survey has been distributed and collected among 167 people in Chennai city using a non-probability sampling technique. Furthermore the present study employed SPSS software to evaluate the banking service quality and satisfaction among the potential customers. As a result of e-servqual quality dimensions a positive association has been identified among potential retained customers.\",\"PeriodicalId\":270059,\"journal\":{\"name\":\"Journal of Statistics and Management Systems\",\"volume\":\"35 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2022-07-04\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Statistics and Management Systems\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1080/09720510.2022.2094555\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Statistics and Management Systems","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/09720510.2022.2094555","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Customer satisfaction and customer retention as a result of e-Service quality after the COVID-19 breakdown
Abstract With various technological innovation and digital payment system, customer expectations for the banking services has raised and these changes have paved a way for superior customer quality and satisfaction. The present study has utilized e-servqual modified model and format to evaluate the banking service satisfaction and retentions. The online survey has been distributed and collected among 167 people in Chennai city using a non-probability sampling technique. Furthermore the present study employed SPSS software to evaluate the banking service quality and satisfaction among the potential customers. As a result of e-servqual quality dimensions a positive association has been identified among potential retained customers.
求助内容：
应助结果提醒方式：
京公网安备 11010802042870号
