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Article
Publication date: 19 January 2010

Chien‐Ta Bruce Ho and Wen‐Chuan Lin

The purpose of this paper is to develop a multiple item scale for measuring internet banking service quality.

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Abstract

Purpose

The purpose of this paper is to develop a multiple item scale for measuring internet banking service quality.

Design/methodology/approach

This research adopts the dimensions of electronic service quality (e‐service quality) and customer‐perceived service quality to develop a framework that can be used to measure internet banking service. Also, this research uses Taiwan's internet banking users as survey targets for its empirical studies.

Findings

Through the process of factor analysis, the refined scale is identified. There are five dimensions and 17 items in the measurement scale for measuring the service quality of internet banking. The five dimensions are named customer service, web design, assurance, preferential treatment, and information provision.

Research limitations/implications

Based on the understanding of the key service quality dimensions and the perception of customers toward e‐service quality, managers may discover methods to improve customer satisfaction, build customer trust, and create loyal customers.

Originality/value

This paper adapts an e‐service quality model as the basis to measure internet banking service. This method is more suitable than that of the previous studies that are based on the traditional service quality model.

Details

European Business Review, vol. 22 no. 1
Type: Research Article
ISSN: 0955-534X

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Article
Publication date: 14 June 2022

Sheila Namagembe

The aim of the study was to examine the role of collaborative approaches (productive collaboration, collaborative innovation and collaborative risk management) in disaster risk…

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Abstract

Purpose

The aim of the study was to examine the role of collaborative approaches (productive collaboration, collaborative innovation and collaborative risk management) in disaster risk situations. Thus, the study focused on the effect of productive collaboration and collaborative innovation on collaborative risk management, and the effect of collaborative risk management and collaborative innovation on adaptability.

Design/methodology/approach

Data were collected from nongovernmental organizations (NGOs). The Covariance Based Structural Equation Modeling software was used to obtain results on the influence of productive collaboration and collaborative innovation on collaborative risk management, the influence of collaborative innovation on adaptability and the influence of collaborative risk management on adaptability.

Findings

Findings indicated that both productive collaboration and collaborative innovation influence collaborative risk management, and both collaborative innovation and collaborative risk management influence adaptability.

Research limitations/implications

The study mainly focused on the NGOs eliminating the government, beneficiaries and other actors that may be involved in disaster risk situations. The research has implications to decision makers in government, NGOs and other actors concerned with disaster risk management.

Originality/value

Countries worldwide are focusing on collaborative innovation and productive collaboration in addition to collaborative risk management to respond to epidemics and natural disasters. Despite the relevance of the collaborative initiatives, empirical research explaining the relevance of the variables to adaptability of actors during epidemics or natural disasters is still lacking.

Details

Continuity & Resilience Review, vol. 4 no. 2
Type: Research Article
ISSN: 2516-7502

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