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Assessing the gap between customer expectation and perception of service quality and E-Service quality in the banking industry: An empirical study of foreign and domestic banks in the city of Kuala Lumpur

Journal of Insurance and Financial Management

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Title Assessing the gap between customer expectation and perception of service quality and E-Service quality in the banking industry: An empirical study of foreign and domestic banks in the city of Kuala Lumpur
 
Creator Udoh, John John
Safari, Meysam
 
Description For any organization to be relevant to its customers, it is proven by research and organizations, that Service and E-service quality is a very vital aspect of organizational development. Based on recent and previous studies, it is shown that researchers continuously want to study how service or e-service quality relates to customers satisfaction. Nevertheless, after understanding the literature and comparison has been made, the author realizes that service and e-service quality have been covered in different organizations, context, and industries. Also, the banking sector has not been left out. As a conclusion, with regards to the findings, it clearly shows that both domestic and foreign banks have not done enough to close the gap of expectations from their customers regarding their service quality and e-service quality, compared to what the actual perception is for the customers.
 
Publisher Journal of Insurance and Financial Management
 
Contributor —
 
Date 2016-03-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal-of-insurance-and-financial-management.com/index.php/JIFM/article/view/6
 
Source Journal of Insurance and Financial Management; Vol 1, No 1 (2016): Journal of Insurance and Financial Management
2371-2112
 
Language eng
 
Relation https://journal-of-insurance-and-financial-management.com/index.php/JIFM/article/view/6/pdf
 
Rights Copyright (c) 2016 John John Udoh, Meysam Safari