A Study on the Effect of Service Content Quality and Service Delivery Quality, Leading to Loyalty in Online Banking System
CHAPTER 1
RESEARCH ABSTRACT
Introduction:
The growth of Internet Mediated Environment (IME) based services has changed the manner in which firms and consumers interact. This paper aims to provide a more comprehensive understanding of the role service quality dimensions play in developing service enjoyment and loyalty in IMEs.
We are in the era of service-based economies. The services sector has grown to dominate economic activity in today’s advanced industrial economies. Interestingly, within the growing service-dominated economies, increased innovation in Information Technology (IT) has dramatically altered services conceptualization, development, delivery and consumption. By extending the definition of an electronic service, we define IME services as being mediated via information technology (IT) where the consumer interacts with an appropriate user interface such as web site, mobile phone, iPhone, PDA, iPad, virtual world environment, tablets, etc., in order to gain a consumption experience and pursue desired benefits for another entity or the entity itself (self-service). Innovations related to IT and novel Internet-based service delivery in IMEs and consumption are fueling extraordinary growth in demand for existing as well as new services.
Problem Statement:
The study is to investigate the some of the dimensions of online service content quality and service delivery quality such as navigation, visual appeal, timeliness, access, content customization and reliability leading to enjoyment and loyalty.
Significance of the research: Both Information Systems (IS) and Marketing scholars have recognized this paradigmatic shift from the exchange of goods toward a service-centered model of exchange in which the consumer plays a pivotal role, specifically in the case of online services. In this context, there is an increasing emphasis on service quality rather than manufacturing quality regardless of the industry. A customer’s willingness to maintain a
RESEARCH ABSTRACT
Introduction:
The growth of Internet Mediated Environment (IME) based services has changed the manner in which firms and consumers interact. This paper aims to provide a more comprehensive understanding of the role service quality dimensions play in developing service enjoyment and loyalty in IMEs.
We are in the era of service-based economies. The services sector has grown to dominate economic activity in today’s advanced industrial economies. Interestingly, within the growing service-dominated economies, increased innovation in Information Technology (IT) has dramatically altered services conceptualization, development, delivery and consumption. By extending the definition of an electronic service, we define IME services as being mediated via information technology (IT) where the consumer interacts with an appropriate user interface such as web site, mobile phone, iPhone, PDA, iPad, virtual world environment, tablets, etc., in order to gain a consumption experience and pursue desired benefits for another entity or the entity itself (self-service). Innovations related to IT and novel Internet-based service delivery in IMEs and consumption are fueling extraordinary growth in demand for existing as well as new services.
Problem Statement:
The study is to investigate the some of the dimensions of online service content quality and service delivery quality such as navigation, visual appeal, timeliness, access, content customization and reliability leading to enjoyment and loyalty.
Significance of the research: Both Information Systems (IS) and Marketing scholars have recognized this paradigmatic shift from the exchange of goods toward a service-centered model of exchange in which the consumer plays a pivotal role, specifically in the case of online services. In this context, there is an increasing emphasis on service quality rather than manufacturing quality regardless of the industry. A customer’s willingness to maintain a