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 160
- Downloads 0
Contextual Weather and Climate Broadcast System: Case for Nganyi Community Farmers in Kisumu
Mobile phone ownership has seen a steady increase in Kenya in the last five years and currently stands at 28.08 million mobile phone subscribers spread throughout the country. With poor road infrastructure, the mobile ph...
The impact of service quality on Customer satisfaction of Jordan Insurance Companies
The study aimed to investigate the impact of service quality on Customer satisfaction of Jordan Insurance Companies. The sample for this study consists customers of Jordan insurance companies . These were randomly select...
Refining Complexity Metrics of Component Based Softwares by taking Average Use Factor in Black Box Testing
We propose to compute the complexity metrics of component based software in more justified way by taking considerations of their using frequencies. The complexity metrics calculation of the component Based softwares by u...
Applying GQM method in Balanced Scorecard System for Iranian university performance appraisal: Case Study
Rapid development in academic instruction sector has resulted in changes in the supply and demand of higher education graduates and influenced on the quality of education. Hence, if the performance assessment of a univer...
Econometric Analysis of Investment and Internal Finance under Asymmetric Information: A Case Study of Manufacturing companies of Pakistan
The current research investigates Econometric Analysis of Investment and Internal Finance under Asymmetric Information: A Case Study of Manufacturing companies of Pakistan. This study also aims to explore the rela...