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
Overlay networks have emerged as a useful approach to providing a general framework for new applications and services that are to be implemented without significantly changing the IP-layer network infrastructure.Overl...Overlay networks have emerged as a useful approach to providing a general framework for new applications and services that are to be implemented without significantly changing the IP-layer network infrastructure.Overlay routing has been used as an alternative to the default best effort Internet routing for the absence of end-to-end Quality of Service(QoS). While the former has recently been investigated, the conflict of QoS restraints and resource optimization remains unsolved. Recent studies have shown that overlay paths can give better latency, loss rate and TCP throughput. In this paper, a multi-dimensional QoS objective model based on the analysis of multiple QoS constraints has been presented, and a routing algorithm to optimise the overlay resource of its nodes and links is then proposed.In fact, the algorithm obtained multiple QoS values using probability theory to achieve the routing according to the multi-dimensional QoS objective vector of the QoS objective model. Simulation results reveals that the algorithm works better than other existing algorithms in balancing the network resources, and applications with stringent QoS requirements could be run.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.
基金supported by the National Natural Science Foundation of China under Grant No.61071126the National Science and Technology Major Projects of New Generation Broadband Wireless Mobile Communication Network under Grants No.2010ZX0300400201,No.2010ZX03003-001,No.2010ZX03004-001-01,No.2011ZX03002-001-02
文摘Overlay networks have emerged as a useful approach to providing a general framework for new applications and services that are to be implemented without significantly changing the IP-layer network infrastructure.Overlay routing has been used as an alternative to the default best effort Internet routing for the absence of end-to-end Quality of Service(QoS). While the former has recently been investigated, the conflict of QoS restraints and resource optimization remains unsolved. Recent studies have shown that overlay paths can give better latency, loss rate and TCP throughput. In this paper, a multi-dimensional QoS objective model based on the analysis of multiple QoS constraints has been presented, and a routing algorithm to optimise the overlay resource of its nodes and links is then proposed.In fact, the algorithm obtained multiple QoS values using probability theory to achieve the routing according to the multi-dimensional QoS objective vector of the QoS objective model. Simulation results reveals that the algorithm works better than other existing algorithms in balancing the network resources, and applications with stringent QoS requirements could be run.
