An conceptual framework for measuring customer satisfaction and service quality in electronic banking : a case study of Kasikornbank, Thailand | |
| Author | Pipapan Kietsiri |
| Call Number | AIT RSPR no.SM-03-89 |
| Subject(s) | Consumer satisfaction--Thailand Internet banking--Thailand Banks and banking--Customer services--Thailand |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-03-89 |
| Abstract | Customer satisfaction represents a modern approach to quality in enterprises and organizations and serves the development of a truly customer focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about customers' preferences and expectations. At present, Electronic Banking represents a new challenge to the overall competitiveness of the banking industry. Therefore, many commercial banks developed novel financial services to meet the changing demands of customers, as well as to provide optimum satisfaction. This research presents in a case study of KASIKORNBANK, PCL - one of the three commercial banks in Thailand. To deliver satisfying experience to Electronic banking's customers, it is important to define and understand Electronic-banking quality dimensions. This study utilizes the literature on SERVQUAL, TAM and E-SQ to develop a conceptual framework. Three issues are examined: antecedents of Electronic-banking quality, dimensions of this quality judgment and consequence of Electronic-banking quality. The empirical study also confirmed that customer satisfaction with all quality dimension, have significant positive impact on overall customer satisfaction and service quality. Finally, recommendations were given for the areas of the revised conceptual framework, questionnaire design, and the process of data collecting, data analyzing and reporting. |
| Year | 2003 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-03-89 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Do Ba Khang |
| Examination Committee(s) | Tang, John C.S. ; Donyaprueth Krairit |
| Scholarship Donor(s) | KASIKORNBANK, PCL |
| Degree | Research report (M.Sc.) - Asian Institute of Technology, 2003 |