通过质量绩效评估改善终端用户体验:互联网银行案例

2005 Symposium on Applications and the Internet Workshops (SAINT 2005 Workshops) Pub Date : 2005-01-31 DOI:10.1109/SAINTW.2005.66

Z. Kučerová, Jean-Michel Sahut

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引用次数: 1

摘要

在电子环境中，服务质量仍然是最终用户满意度和忠诚度的关键问题。由于研究方向的不断发展和电子服务领域的动态变化，以复杂的方式管理和控制电子服务质量的过程尚未得到探索。本文介绍了为网上银行服务建立质量绩效指标的可能途径。

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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Improving End-User Experience via Quality Performance Evaluation: Internet Banking Case

Quality of services remains a critical issue of enduser satisfaction and loyalty in electronic environment. The process of managing and controlling e-service quality in a complex way is unexplored due to evolving research streams and dynamic changes in e-service domain. The article presents the possible outlets of building a quality performance metrics for Internet banking services.

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2005 Symposium on Applications and the Internet Workshops (SAINT 2005 Workshops)

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