Advances in Management and Applied Economics

Research on Online Banking Quality Management Requirements

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• Abstract

   

  Due to the fierce competition in online banking, banks need to provide quality services, understand customer needs, and satisfy customers with the quality of services. Only then can the bank attract more customers for transactions and generate higher revenue. This study utilizes Importance Performance Analysis (IPA) to investigate customer satisfaction and emphasize service quality. It establishes priority service quality improvement items and employs the Kano model to assess the service quality of J online banking operators. Identify items for improving efficiency and service quality. The questionnaires for this study will be distributed from October 2023 to November 2023. Respondents will be customers of J online banking operators. A total of 65 questionnaires were distributed, and 56 valid questionnaires were recovered. Online banking operators must prioritize enhancing service quality and improving efficiency to maintain high standards and enhance competitiveness.

   

  JEL classification numbers: M10.

  Keywords: Online banking, IPA, Kano model, Service quality.