Assessing customer satisfaction of m-banking in Oman using SERVQUAL model

Mohamed Al-Zadjali, Himyar Al-Jabri, Taiseera Al-Balushi

نتاج البحث

3 اقتباسات (Scopus)

ملخص

Mobile banking (m-banking) is a technology trend that is leveraged to become very important channel for banks to compete and deliver their services to customers. Knowing how to enhance this service is going to return positively on the earnings of the bank. This research paper studies the customer satisfaction while using mobile banking in Oman based on SERVQUAL model. The five factors of SERVQUA1 were studied and it was reviled that reliability and tangibility had the strongest positive relation with customer satisfaction in positive way. Furthermore, assurance and responsiveness has moderate positive relationship. However, empathy had a very weak relation with customer satisfaction. The results will help banks to precisely study the factors that they need to improve e-baking service satisfaction.

اللغة الأصليةEnglish
عنوان منشور المضيفICSESS 2015 - Proceedings of 2015 IEEE 6th International Conference on Software Engineering and Service Science
ناشرIEEE Computer Society
الصفحات175-178
عدد الصفحات4
مستوى الصوت2015-November
رقم المعيار الدولي للكتب (الإلكتروني)9781479983520
المعرِّفات الرقمية للأشياء
حالة النشرPublished - نوفمبر 25 2015
الحدث6th IEEE International Conference on Software Engineering and Service Science, ICSESS 2015 - Beijing
المدة: سبتمبر ٢٣ ٢٠١٥سبتمبر ٢٥ ٢٠١٥

Other

Other6th IEEE International Conference on Software Engineering and Service Science, ICSESS 2015
الدولة/الإقليمChina
المدينةBeijing
المدة٩/٢٣/١٥٩/٢٥/١٥

ASJC Scopus subject areas

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