Key Determinants of Service Quality and Self-Service Technologies in Iranian Banking

Technology Based Self Service Banking Service Quality Evaluation: a Graph Theoretic Approach

The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. Researchers have used numerous methods to evaluate automated banking service quality. In this paper, a methodology to quantify the overall effect of key TBSSB service quality attrib...

Service Quality of Mobile Banking Systems

This study aimed to promote the use of mobile transaction services and summarize 13 service items affecting mobile banking transactions, functional programs, and accessibility programs. Furthermore, this study designed questionnaire using ANP (the Analytic Network Process). Three experts from the financial industry and academia with more than five years of working experience were invited to com...

Identifying the critical determinants of service quality in retail banking: importance and effect

Mobile Banking Service Quality and Customer Satisfaction (Application of SERVQUAL Model)

This research aimed at   applying SERVQUAl model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model t...

Market Size, Service Quality, and Competition in Banking

Local banking markets depict enormous variation in population size. Yet this paper finds that the nature of bank competition across markets is strikingly similar. First, markets remain similarly concentrated regardless of size. Second, the number of dominant banks is roughly constant across markets of different size; it is the number of fringe banks that increases with market size. Third, servi...