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Service Quality Dimensions Within Technology-Based Banking Services

Service Quality Dimensions Within Technology-Based Banking Services

Sharaf Alkibsi, Mary Lind
Copyright: © 2011 |Volume: 2 |Issue: 3 |Pages: 48
ISSN: 1947-3095|EISSN: 1947-3109|EISBN13: 9781613509296|DOI: 10.4018/jsita.2011070104
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MLA

Alkibsi, Sharaf, and Mary Lind. "Service Quality Dimensions Within Technology-Based Banking Services." IJSITA vol.2, no.3 2011: pp.36-83. http://doi.org/10.4018/jsita.2011070104

APA

Alkibsi, S. & Lind, M. (2011). Service Quality Dimensions Within Technology-Based Banking Services. International Journal of Strategic Information Technology and Applications (IJSITA), 2(3), 36-83. http://doi.org/10.4018/jsita.2011070104

Chicago

Alkibsi, Sharaf, and Mary Lind. "Service Quality Dimensions Within Technology-Based Banking Services," International Journal of Strategic Information Technology and Applications (IJSITA) 2, no.3: 36-83. http://doi.org/10.4018/jsita.2011070104

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Abstract

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

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