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

Ifra Fathima, R. Radhika, A. Fathima
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引用次数: 0

摘要

随着各种技术创新和数字支付系统的出现,客户对银行服务的期望不断提高,这些变化为提高客户质量和满意度铺平了道路。本研究采用e-servqual修正模型和格式对银行服务满意度和保留度进行评估。这项在线调查采用非概率抽样技术,在金奈市的167人中进行了分发和收集。此外,本研究采用SPSS软件对银行服务质量和潜在客户满意度进行评价。由于电子平等的质量维度,潜在的保留客户之间已经确定了积极的联系。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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.
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