INVESTIGATING DISCREPANCIES BETWEEN ESERVICES IMPLEMENTING OR NOT ISO 9001: CUSTOMERS’ OUTLOOK IN THE BACKDROP OF ESERVICES IN CATALONIA (SPAIN)
Journal Title: International Journal for Quality Research - Year 2011, Vol 5, Issue 4
Abstract
This paper seeks to investigate from customers´ perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service quality, customer perceived value, customer satisfaction, customer loyalty and customer service recovery; in the backdrop of e-services in Catalonia (Spain). The main research target consists of e-banks operating in the region of Catalonia (Spain), besides customers who regularly use internet to do their banking. Self completed questionnaire was designed from a blend of existing constructs. An analysis of variance (ANOVA) was performed to a convenience sample of 428 customers of e-banking services (123 of them reported a complained about the service) and 16 banks. The results reveal that e-banking customers in Catalonia were not sensitive to the usage of ISO 9001. However, customers from banks that do not implement ISO 9001 perceived that the prices of the service available on their bank site were more economical. Research limitations and implication this study was done only in Catalonia expandability might be restricted. Further investigation may be done in Spain as a whole or in different countries and settings. Originality/value based on literature reviews, this study will be one of the first to carry out such research from customers’ perspective and more specifically in Catalonia. The results of the study were useful in validating previous findings.
Authors and Affiliations
Luc Honore Petnji Yaya, Frederic Marimon, Marti Casadesus
Keywords
Related Articles
- EP ID EP254040
- DOI -
- Views 55
- Downloads 0
Sustainable Management Organization With Example of Passenger Car Sustainability Assessment
This paper deals with sustainable management organization. In this paper we also present example of passenger car sustainability assessment. This exercise shows the example, of the multi-criteria evaluation for the selec...
CONTRIBUTION OF CORPORATE SOCIAL RESPONSIBILITY AND SOCIAL CAPITAL MANAGEMENT INTO QUALITY OF LIFE: MODELS OF EVALUATION
The purpose of the paper is to develop the scientific and methodological provision for evaluating the contribution of corporate social responsibility and social capital management into provision of quality of life of the...
TOURIST SATISFACTION MONTENEGRO: DESTINATION MANAGEMENT QUALITY INDICATOR
Contemporary tourists are highly demanding, they look for new experiences and unique sensations, while their satisfaction is an indicator of destination quality. Awareness of the factors of tourist satisfaction is of cru...
THE GENUINE NEEDS OF CONFERENCE ATTENDEES: AN ANALYSIS BY THE MODERN QUALITY FUNCTION DEPLOYMENT
The primary purpose of this research is to understand the genuine needs of conference attendees regarding conference participation within a multi-dimensional perspective and to identify the priority of those needs via mo...
How Iwa 2 Helps To Implement A Quality Management System In Bacau University
The documentation surrounding ISO 9000 in education indicates that the application of this quality management system to education is debatable; the implementation process is time-consumming. The application of ISO 9000 i...