Abstract
The continuous development and expansion of online-banking have significantly changed the way of conducting banking errands. The traditional bank is gradually perishing as online-banking takes over, leading customers and banks to acquire new ways of communicating. Self-service technology and customer needs have changed the relationship between banks and their customers from physical to digital. Online-banking relationships were established to create interest for long-term relations to avoid the cost of acquiring new customers.
How service quality factors within online-banking affect customer satisfaction have become relevant to study as it contributes to a bank’s performance. Where the performance increases the chances of competitive advantages such as a bigger market share and long-term success in the banking industry.
The purpose of this thesis is to explain how service quality within online-banking affects customer satisfaction, using service quality factors from the e-SERVQUAL, SSTs and TAM. A quantitative method based on relevant theories were used through a positivistic and a deductive research approach in order to test the study hypotheses. The result of this study is based on 110 respondents. The result presents a positive relationship between service quality and customer satisfaction, as Technology and Fulfilment contributed the most and Reliability the least to customer satisfaction.
| Date of Award | 2018-Dec-05 |
|---|---|
| Original language | English |
| Supervisor | Heléne Tjärnemo (Supervisor), Christian Koch (Examiner) & Marina Jogmark (Examiner) |
Educational program
- Degree of Bachelor of Science in Business and Economics
Courses and Subjects
- International business and marketing
University credits
- 15 HE credits
Swedish Standard Keywords
- Economics and Business (502)
Keywords
- customer satisfaction
- service quality
- e-servqual
- ssts
- tam