CHARACTERISTICS OF ONLINE BANKING PRODUCTS AND SERVICES

BUCUR Luiza Emanuela , Bucharest University of Economic Studies

Abstract:
Online banking is the newest and least understood delivery channel for retail banking services. This article show how customers perceive Online Banking Services. Focuses on the issues associated with internet banking service quality. For customer service quality, focus is on access, credibility, communication, understanding the costumer and collaboration. For online banking services focus is on: ease of use, accuracy, timelines, aesthetics and security. For banking service product quality focus is on product variety.

Keywords: online banking services, customer services, online banking benefits, customer satisfaction

JEL Classification: M30; M31

Volume: 67, Issue: 5

Pages: 33 - 46

Publication date: September, 2015

Download the article: http://economice.ulbsibiu.ro/revista.economica/archive/67503bucur.pdf

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