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App service : How do consumers perceive the quality of financial service apps on smart devices?

Treen, Emily, (författare)
Beedie School of Business, Simon Fraser University
Pitt, Leyland F., (författare)
Beedie School of Business, Simon Fraser University, Vancouver
Bredican, John, (författare)
Division of Industrial Marketing, INDEK, Royal Institute of Technology (KTH), Stockholm
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Farshid, Mana, (författare)
Luleå tekniska universitet, Industriell Ekonomi
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Luleå tekniska universitet Institutionen för ekonomi, teknik och samhälle. Industriell Ekonomi. (creator_code:org_t)
2017
Engelska.
Ingår i: Journal of Financial Services Marketing. - Palgrave Macmillan. - 1363-0539. ; 22:3, s. 119-125
  • Tidskriftsartikel (refereegranskat)
Abstract Ämnesord
Stäng  
  • Apps on smart devices such as phones and tablets have enabled financial services firms not only to provide greater convenience and flexibility to customers, but also to get them to do a lot of the work entailed in these services. This has changed the character of service in many ways, including the nature of service quality where service is no longer delivered by people, but by means of technology. The study reported here used an amended version of the SERVQUAL instrument to assess consumers’ perception of the quality of the service delivered by the apps of their financial services providers. Three dimensions of app service quality emerge: reliability, personal and visibles. Generally, consumers are reasonable satisfied with the quality of service provided by their financial apps and prefer them to visits to service providers physical locations and rate them as highly as online service provision on PCs or laptops. Limitations are acknowledged, managerial implications drawn and avenues for future research are identified

Ämnesord

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Industrial Marketing
Industriell marknadsföring
Application service quality
Banking app
Banking services
Financial application
Service quality
SERVQUAL

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