Internet banks: the development of a service quality model.

• Main Authors: Wong, Carol Wai San., Ng, Julia., Toh, Shuhui.
• Other Authors: Gerrard, Philip
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Finance::Electronic banking
• Online Access: http://hdl.handle.net/10356/8979
• Institution: Nanyang Technological University

The objective of this consumer-based study is to identify service quality attributes and dimensions which are appropriate for the measurement ofthe service quality of Internet banks. Based on the findings, recommendations were provided to help banks improve their levels of service quality.