The purpose of this paper is to examine the relationships of e-service quality dimensions with overall internet banking service quality, and its effect on customer satisfaction in the USA banking industry. The propose...The purpose of this paper is to examine the relationships of e-service quality dimensions with overall internet banking service quality, and its effect on customer satisfaction in the USA banking industry. The proposed instrument dimensions are identified based on a questionnaire survey conducted in the US. Based on an extensive review of literature, this paper proposed eight dimensions for measuring overall internet banking service quality and its subsequent effect on customer satisfaction. Also, this research uses American internet banking users as survey targets for its empirical studies. The results show significant relationships among the e-service quality dimensions （efficiency, fulfillment, system availability, privacy, assurance/trust, site aesthetics, responsiveness, and contact）, overall internet banking service quality, and customer satisfaction. Little attention has been given in the literature to understanding of the e-service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. This paper empirically examines the relationships among the eight e-service quality dimensions, overall internet banking service quality, and customer satisfaction. The findings are important to enable bank managers to have a better understanding of the key e-service quality dimensions of internet banking that affect customer satisfaction. The primary limitations of this study are the scope and size of its sample.展开更多
Using panel data from both urban and rural areas in China＇s thirty provinces, autonomous regions and municipalities （Tibet excluded） from 1995 to 2005 and applying the random effects model, we conducted a quantitat...Using panel data from both urban and rural areas in China＇s thirty provinces, autonomous regions and municipalities （Tibet excluded） from 1995 to 2005 and applying the random effects model, we conducted a quantitative analysis of factors influencing urban and rural consumer demand. The findings show the per capita disposable income of Chinese residents is highly correlated with their per capita consumption expenditure and the consumption function of urban and rural residents was relatively stable over the eleven years under study. On the basis of these findings, this paper further makes use of data in China＇s funds flow statements （physical transactions） from 1992 to 2004 to explain one of the reasons for the continuing under-consumption since 1997-1998; that is, in the course of national income distribution and redistribution the government has gained an ever increasing share of total and disposable income while the share of Chinese residents shows a continuous decline.展开更多
文摘The purpose of this paper is to examine the relationships of e-service quality dimensions with overall internet banking service quality, and its effect on customer satisfaction in the USA banking industry. The proposed instrument dimensions are identified based on a questionnaire survey conducted in the US. Based on an extensive review of literature, this paper proposed eight dimensions for measuring overall internet banking service quality and its subsequent effect on customer satisfaction. Also, this research uses American internet banking users as survey targets for its empirical studies. The results show significant relationships among the e-service quality dimensions （efficiency, fulfillment, system availability, privacy, assurance/trust, site aesthetics, responsiveness, and contact）, overall internet banking service quality, and customer satisfaction. Little attention has been given in the literature to understanding of the e-service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. This paper empirically examines the relationships among the eight e-service quality dimensions, overall internet banking service quality, and customer satisfaction. The findings are important to enable bank managers to have a better understanding of the key e-service quality dimensions of internet banking that affect customer satisfaction. The primary limitations of this study are the scope and size of its sample.
文摘Using panel data from both urban and rural areas in China＇s thirty provinces, autonomous regions and municipalities （Tibet excluded） from 1995 to 2005 and applying the random effects model, we conducted a quantitative analysis of factors influencing urban and rural consumer demand. The findings show the per capita disposable income of Chinese residents is highly correlated with their per capita consumption expenditure and the consumption function of urban and rural residents was relatively stable over the eleven years under study. On the basis of these findings, this paper further makes use of data in China＇s funds flow statements （physical transactions） from 1992 to 2004 to explain one of the reasons for the continuing under-consumption since 1997-1998; that is, in the course of national income distribution and redistribution the government has gained an ever increasing share of total and disposable income while the share of Chinese residents shows a continuous decline.
