Abstract
Propose of the paper is to analyze factors of customer service quality that could influence internet banking customer satisfaction in the Chinese commercial banking sector. Moreover, the paper also tries to explain the relationship between customer service quality and customer satisfaction, and to find some major facts for keeping high level internet banking customer satisfaction. The data demonstrated that customer service quality have direct and significant effect to internet banking quality in the banking sector. And customer service quality is positively related to internet banking customer satisfaction. Finally, it is observed that privacy, reputation and price are key factors to affect customer satisfaction in the internet banking service. After the validation of measurement scales, the hypothesis is verified through structural modeling. The authors validate the hypothesis and a measurement model. The paper proposes a structural model for analyzing empirically the link between customer service quality and internet banking customer satisfaction in Chinese internet banking sector.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
