Service Quality and Competitive Strategies in Online Banking

DOI

10.2991/febm-16.2016.27How to use a DOI?

Keywords

online banking; service quality; competitive strategy; importance–performance analysis model; performance

Abstract

Online banking is an affordable service that reduces labor costs and risk of human error. Moreover, it overcomes spatiotemporal limitations and enables banks to increase their customers. However, in highly competitive online financial markets, the banking and financial industries are faced with the challenge of becoming industry leaders through improving their service quality and implementing competitive strategies. To examine the online banking service quality of a case company and provide a reference for improving the company, this study incorporated the importance-performance analysis model, which is a frequently adopted model for analyzing the business performance and competitive strategies of companies.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Kuan-Yu Chen
AU  - Sang-Bing Tsai
PY  - 2016/11
DA  - 2016/11
TI  - Service Quality and Competitive Strategies in Online Banking
BT  - Proceedings of the First International Conference Economic and Business Management 2016
PB  - Atlantis Press
SP  - 174
EP  - 180
SN  - 2352-5428
UR  - https://doi.org/10.2991/febm-16.2016.27
DO  - 10.2991/febm-16.2016.27
ID  - Chen2016/11
ER  -