Evaluation and Prioritization of Internet Banking Service Quality: The Case of Egypt
Journal Title: INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY - Year 2014, Vol 8, Issue 3
Abstract
Changes in technology made a paradigm shift in the banking industry. Technology itself created its world in the globe of human beings. Internet banking is a service that allows customers to perform a wide range of financial services through a banks website. With the rapid diffusion of the Internet, web-based banking has become an alternative channel to provide banking services and products. Due to the deepness of technology in the service sector, there is a shift from the traditional service quality to electronic service quality (ESQ) in order to fit the Internet banking strategy. The aim of the paper is to rank and prioritize the Internet Banking Service Quality dimensions according to customers relevant importance from both bank sectors namely, private and public banks using Analytic Hierarchy Process (AHP) model, which is a structured technique for organizing and analyzing complex decisions. AHP has been seen as a high potential decision support tool in banking industry.
Authors and Affiliations
Miran Ismail Hussien, Rasha Abd El Aziz
Keywords
Related Articles
- EP ID EP653937
- DOI 10.24297/ijmit.v8i3.1952
- Views 163
- Downloads 0
A Review paper on emotional intelligence: Models and relationship with other constructs
The concept of emotional intelligence is of unparalleled interest in both the popular literature and within academia. Much work is being done to discover exactly what emotional intelligence encompasses and how it would b...
The PESTEL Environment and Its Impact on the Value Created
Any business lives in a well-defined global environment and conducts its activities in accordance with national and international conditions. However, certain standards of a political, economic, socio-cultural, ecologica...
Customer Relationship management and knowledge Management enhancing on innovation Competence: Case Study
Customer Relationship management (CRM) oriented knowledge management focus on customer knowledge more valuable to the company. The integration of customer relationship management and knowledge management concepts o...
Life cycle assessment in choosing alternatives for energy sector development
Development of industrial activities have negative effect on natural resources and environment therefore, production systems must respect the principles of sustainable development by minimize natural resource consumption...
A Comparative Analysis of e-government security frameworks Social-Technical Security Aspect
In recent years, most governments invested in the development of electronic government to improve governments efficiency and provide better services to businesses and citizens. As the successful implementation of the e-g...