Ulas Akkucuk

Affiliation: Ph.D., Associate Professor of Quantitative Methods, Department of Management, Bogazici University, Istanbul, Turkey
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  • Assessing service quality in online banking services

    Ulas Akkucuk , Behcet Teuman doi: http://dx.doi.org/10.21511/ppm.14(2-1).2016.07
    Problems and Perspectives in Management Volume 14, 2016         Issue #2 (cont. 1)         pp. 183-191
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    Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is also proposed suitable for the online banking sector

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