Service Fairness and Customer Satisfaction in Internet Bank: From a Trust and Perceived Customer Value Perspective.
Yu-Qian ZhuHoun-Gee ChenPublished in: AMCIS (2009)
Keyphrases
- customer satisfaction
- internet shopping
- service quality
- customer data
- customer loyalty
- marketing strategies
- internet banking
- customer service
- user satisfaction
- online shopping
- service providers
- commercial banks
- customer reviews
- core competence
- information quality
- electronic commerce
- customer support
- call center
- customer retention