The Internet has a remarkable impact upon service companies; especially in the financial sector.\nThis research adopts the system dynamics approach as the construction model for continuous\nimprovement of service quality. It highlights the quality problems in banks from the\nperspectives of the main stakeholders; customers and Internet banking providers that are\nconcluded from previous papers. From the data analysis, supported by the literature review,\nseven-service quality dimensions were identified; namely; Usability, Reliability, Responsiveness,\nPrivacy, Fulfillment, Efficiency, Assurance. An e-banking service quality dynamic decision\nsupport system is proposed in this paper. A revised dynamics model was drawn and simulated\nusing Powersim software. System dynamics results show that Customer Relationship\nManagement is a dimension that would increase e-service quality and customer satisfaction.\nFinally, the results would help banks achieve a competitive edge through allocating attention\nand resources efficiently among e-service quality dimensions that are more important from the\ncustomer�s perspective.
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