Measuring service quality of online banking in China

dc.contributorAalto Universityen
dc.contributorAalto-yliopistofi
dc.contributor.authorZhang, Yitian
dc.contributor.departmentDepartment of Information and Service Economyen
dc.contributor.departmentTieto- ja palvelutalouden laitosfi
dc.contributor.schoolKauppakorkeakoulufi
dc.contributor.schoolSchool of Businessen
dc.date.accessioned2013-12-02T09:16:31Z
dc.date.available2013-12-02T09:16:31Z
dc.date.dateaccepted2013-10-08
dc.date.issued2013
dc.description.abstractObjectives of study: The objective of this thesis is to develop a multiple item scale for measuring service quality of online banking in Bozhou City, Anhui Province, China. Briefly speaking, the first theoretical objective of this study is to discuss concept e-service quality as well as related e-service quality models, especially E-S-QUAL/E-RecS-QUAL (Parasuraman et al. 2005).The second objective is to define and establish one suitable multiple e-service item scale for China with the help of E-S-QUAL/E-RecS-QUAL model and other related models. The objective of empirical part is to get the refined measurement scale for online banking service through data collection and analysis in Bozhou City, Anhui Province, China. Academic background and methodology: Service quality plays an important role as competitive weapon and a significant differentiator for many service organizations (Parasuraman & Zeithaml, 1988), involving e-banking industry. According to Wang et. al (2003), good e-service quality offering is the key issue to survive in the intensively competitive banking market, especially maintain customer satisfaction. As a result of this phenomenon, a good understanding of service attributes that customers use to evaluate online banking service quality is needed for banks so that the performance of e-service is able to be monitored and immediate adjustments and improve can be done as soon as possible. In this study, an overview of service quality (including e-service quality) and related literature is discussed, especially in the context of online banking industry that is taken as the case subject. Moreover, the study adopts E-S-QUAL/E-RecS-QUAL scale (Parasuraman et al. 2005) to estabilish a suitable multiple e-service item scale for measuring online banking in China. The target group for this study is limited to young and middle aged people between 19-39, e.g. university students etc. Survey sending and gathering is chosen as data collection for this thesis. Findings and conclusions: Through the process of data collection and factor analysis in the empirical part, the refined scale for measuring online banking in China was identified, involving 3 dimensions and 14 items: customer service, privacy and preferential and reliable treatment. This finding indicated that the dimensions and items from E-S-QUAL/E-RecS-QUAL needed to be reorganized and reinterpreted for measuring online banking in Bozhou City of China.en
dc.ethesisid13374
dc.format.extent97
dc.format.mimetypeapplication/pdfen
dc.identifier.urihttps://aaltodoc.aalto.fi/handle/123456789/11741
dc.identifier.urnURN:NBN:fi:aalto-201312058058
dc.language.isoenen
dc.locationP1 I
dc.programme.majorInformation Systems Scienceen
dc.programme.majorTietojärjestelmätiedefi
dc.subject.helecontietojärjestelmät
dc.subject.heleconinformation systems
dc.subject.helecone-business
dc.subject.helecone-business
dc.subject.heleconpankit
dc.subject.heleconbanks
dc.subject.heleconpalvelut
dc.subject.heleconservice
dc.subject.heleconlaatu
dc.subject.heleconquality
dc.subject.heleconKiina
dc.subject.heleconChina
dc.subject.keywordonline banking
dc.subject.keywordservice quality
dc.subject.keywordE-S-QUAL/E-RecS-QUAL
dc.titleMeasuring service quality of online banking in Chinaen
dc.typeG2 Pro gradu, diplomityöfi
dc.type.dcmitypetexten
dc.type.ontasotMaster's thesisen
dc.type.ontasotPro gradu tutkielmafi
local.aalto.idthes13374
local.aalto.openaccessyes

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