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- W2034241899 abstract "Despite the significant growth in the use of technology-based self-service options by organisations, there exists only limited research investigating the customer interactions with such service options. This study tests two of the service quality models proposed by Dabholkar using actual users of online banking services. Findings indicate that speed of delivery, ease of using online banking services, enjoyment and attitude towards technological products are important predictors of service quality. Service quality is also related positively to intentions to use, recommendation to others and to overall satisfaction. Some of the findings and implications for bank managers are discussed." @default.
- W2034241899 created "2016-06-24" @default.
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- W2034241899 date "2010-01-01" @default.
- W2034241899 modified "2023-09-25" @default.
- W2034241899 title "Self-service technology options and service quality: the case of online banking services" @default.
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- W2034241899 doi "https://doi.org/10.1504/jgba.2010.036033" @default.
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