Bank employees' internal and external perspectives on e-service quality, satisfaction and loyalty.
Gjoko StamenkovZamir DikaPublished in: Electron. Mark. (2016)
Keyphrases
- internal and external
- service quality
- job satisfaction
- customer satisfaction
- service providers
- user satisfaction
- online shopping
- competitive advantage
- customer loyalty
- quality of service
- electronic commerce
- information technology
- information systems
- business environment
- competitive environment
- call center
- information quality
- data management
- decision making
- commercial banks
- technology acceptance