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Author
Khmarskyi Valentyn (Poznań University of Economics and Business, Poland)
Title
Service Quality Level of Internet Banking Websites in Polish Commercial Banks: Customers' View
Poziom jakości usług bankowych stron internetowych w polskich bankach komercyjnych : punkt widzenia klientów
Source
Towaroznawcze Problemy Jakości, 2017, nr 1, s. 21-30, tab., bibliogr. 32 poz.
Polish Journal of Commodity Science
Keyword
Jakość usług, Usługi bankowe, Bankowość elektroniczna, Witryny internetowe, Banki komercyjne
Quality of services, Banking services, E-banking, Internet websites, Commercial banks
Note
summ., streszcz.
Abstract
Sektor bankowy w Polsce jest środowiskiem wysoce konkurencyjnym, a rynek bankowości internetowej nie jest tu wyjątkiem. Wiele badań ankietowych przeprowadzono w celu zrozumienia, które czynniki są ważne dla klientów i jak je szacować. Ogólnie rzecz biorąc, naukowcy zbadali różne wymiary, stworzyli modele jakości usług i przeprowadzili wiele badań ankietowych. Polska ma duży potencjał w rozwoju rynku bankowości internetowej, ale które czynniki są ważne. Ponadto postawa klientów jest istotnym elementem w szacowaniu poziomu jakości usług. Bazując na przeglądzie literatury, autor wyszczególnił 12 wymiarów pogrupowanych w trzech kategoriach: jakość obsługi klienta, jakość systemu bankowości internetowej i jakości dostarczonej informacji. Przy wykorzystaniu samodzielnie opracowanego kwestionariusza, skupionego na ocenie satysfakcji z jakości usług, ogólny stosunek do poziomu jakości usług został znaleziony. Jednakże istnieją pewne luki w poziomie jakości usług na stronach internetowych banków komercyjnych, które mogą wywierać negatywny wpływ w przyszłości. Wyniki tego badania zostały sprawdzone za pomocą testu χ2 Pearsona celem ich potwierdzenia. Obserwacje te mogą być wykorzystywane przez kadrę menedżerską banków komercyjnych do zarządzania jakością usług stron bankowości internetowej. (abstrakt oryginalny)

Bank market in Poland is a highly-competitive environment, and Internet banking market is not an exception. Many surveys were conducted in order to understand which factors are important for customers and how they estimate them. In general, researchers investigated different dimensions, created service quality models, and carried out a lot of surveys. Poland has a huge potential in development of Internet banking market, but which factors are important. Moreover, customers' attitude is an essential part in estimation of service quality level. Basing on literature review, the author determined 12 dimensions that are grouped in three groups: customer service quality, Internet banking system quality, and provided information quality. Using a self-elaborated questionnaire, aimed on assessment of service quality satisfaction, overall attitude towards service quality level was found out. However, there are some gaps in service quality level in commercial bank websites that may have negative impacts in future. The results of the survey were checked by Pearson χ2 test to validate their significance. These findings may be used by commercial bank managers for service quality management of Internet banking website. (original abstract)
Accessibility
The Main Library of the Cracow University of Economics
The Main Library of Poznań University of Economics and Business
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ISSN
1733-747X
Language
eng
URI / DOI
http://dx.doi.org/10.19202/j.cs.2017.01.02
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