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