Service Quality Measurement : An Empirical Study of Bank Mandiri Padang

Sanusi, Juwita (2008) Service Quality Measurement : An Empirical Study of Bank Mandiri Padang. Other thesis, Fakultas Ekonomi.

Preview

PDF (Service Quality Measurement : An Empirical Study of Bank Mandiri Padang) - Supplemental Material Available under License Creative Commons Public Domain Dedication. Download (384Kb) | Preview

Abstract

The banking industry is currently driven by technological advancements. Customers use internet banking to monitor their cash flow and account balances, execute electronic fund transfers between accounts, pay bills and purchase online financial products. Internet banking allows banking from anywhere, anytime and is used for transactions, payments, etc. over the internet through a bank, a credit union or society's secure website. So, basically, in internet banking a client has one-to-one interaction with the bank's website, and in such a situation it is essential on the part of bank to provide high quality services over the internet. Providing internet banking is increasingly becoming a 'need to have' than a 'nice to have' service. The internet banking, thus, now is more of a norm rather than an exception in many developed countries due to the fact that it is the cheapest way of providing banking services. This research is a quantitative research to get statistical data to show factors affecting internet banking service quality. Data have been processed by using a factor analysis with SPSS 15.0 software tool as previous data processing. Based on the results of factor analysis, the variables are classified into six dimensions : Privacy, Fulfillment, Access, User-friendliness, Reliability and Efficiency.

Actions (login required)

View Item