27-03-2014, 02:24 PM
Impact of Internet on service quality in banking system
ABSTRACT
With the continuous growth of competition in the market place, high service quality can significantly contribute towards profitability. Based on a qualitative research it was found that internet is a convenient tool available whenever and wherever customer needs. It was also found that internet has improved the factors in the service quality like responsiveness, communication and access. Further managers can allocate their resources based on the 5 dimensions i.e. reliability, responsiveness, security, communication and access to improve service quality based on their importance.