In B2C Online services contexts where relationships between customers and service providers matter due to the lack of faceto-face interactions, uncertainty, intangibility, hyper competition, increasing risk of fraud and lack of trust. Relationship quality (RQ) is replacing service quality as a key source of superior performance and competitive advantage. Accordingly, this study investigates the...

In an increasingly competitive market, banks are constantly searching for sustainable competitive advantage to help them maintain their edge against competition. Over the years, banks have tried various drivers for competitive advantage, none of which were sufficient barriers for competitors. Understanding the behavior of their customers and using this knowledge to drive the interaction with cu...

This paper examines how New Zealand banks enhance their retail banking services through the Internet. Seven NZ online banks were studied in terms of their web sites’ effectiveness, functionalities and Internet strategies. The functionality was examined by evaluating banks’ web sites using a tailored electronic commerce model. The effectiveness was surveyed utilising a judgment sample of actual ...

Electronic banking has become one of the most important and modern applications that has witnessed a substantial expansion during the last years. This study examines the impact of electronic banking on the Jordanian banks' performance. Empirical analysis has been conducted on a panel data of 15 Jordanian banks for the period 2000-2010. Accounting data were used to measure the banks' performance...

classifying customers using data mining algorithms, enables banks to keep old customers loyality while attracting new ones. using decision tree as a data mining technique, we can optimize customer classification provided that the appropriate decision tree is selected. in this article we have presented an appropriate model to classify customers who use internet banking service. the model is deve...

The research attempts to understand the Indian customers’ perceptions towards the service quality of multinational banks. There have been several studies to understand the service quality in the banking sector. With liberalisation policies initiated by the Indian Government, the multinational banks have been making investments in the country. To be successful in the country, they would have to ...

Purpose – This study investigates the influential factors of mobile banking service quality dimension (enjoyment, security, ease, design, and application system) Indonesian Islamic banks toward customer satisfaction.Methodology uses 100 respondents who are users in Indonesia applies Partial Least Square for Structural Equation Modeling (PLS-SEM) approach.Findings reveals that enjoyment, system ...

Electronic banking is an activity that is not new to the banks or its customers in India. Banks have been providing their services to customers electronically for years through software programs. These software programs allowed users personal computer to dial up the bank directly. In the past, however, banks have been very reluctant to provide their customers with banking via the Internet due t...