What is it about?
The web portal business model has been frequently adopted by digital service providers. Despite this, there have been few scholarly investigations into the services and characteristics that transform a simple web site into a portal as well as into the dimensions that determine the customer’s evaluation of the portal’s service quality.
Why is it important?
The identified dimensions - security and trust, basic services quality, cross-buying services quality, added value, transaction support and responsiveness - can be classified into three service categories: core services, additional services, and problem-solving services. The knowledge of these dimensions as major determinants of consumer’s quality perception in the internet helps banks to establish an effective quality management for their e-business activities.
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This page is a summary of: Measuring the quality of e‐banking portals, The International Journal of Bank Marketing, March 2005, Emerald, DOI: 10.1108/02652320510584395.
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