Services Quality of Online Banking in Uzbekistan and People's Acceptance

Using an already developed model for measuring the quality of online services and its acceptance, the author of this thesis has developed and later on modified a theoretical model(instrument) for measuring the quality and acceptance by the people of online banking services in particular. Using quant...

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Main Author:	Bakhtovar, Abdullayev
Format:	Thesis
Language:	eng eng
Published:	2012
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/3166/1/ABDULLAYEV_BAKHTOVAR.pdf https://etd.uum.edu.my/3166/4/ABDULLAYEV_BAKHTOVAR.pdf
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id	my-uum-etd.3166
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	A. Rahman, Badruddin
topic	HG Finance
spellingShingle	HG Finance Bakhtovar, Abdullayev Services Quality of Online Banking in Uzbekistan and People's Acceptance
description	Using an already developed model for measuring the quality of online services and its acceptance, the author of this thesis has developed and later on modified a theoretical model(instrument) for measuring the quality and acceptance by the people of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality and acceptance of online banking services includes four quality dimensions (Service Performance, Website Characteristics, Communication and Efficiency) with total of 24 items (questions). Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Bakhtovar, Abdullayev
author_facet	Bakhtovar, Abdullayev
author_sort	Bakhtovar, Abdullayev
title	Services Quality of Online Banking in Uzbekistan and People's Acceptance
title_short	Services Quality of Online Banking in Uzbekistan and People's Acceptance
title_full	Services Quality of Online Banking in Uzbekistan and People's Acceptance
title_fullStr	Services Quality of Online Banking in Uzbekistan and People's Acceptance
title_full_unstemmed	Services Quality of Online Banking in Uzbekistan and People's Acceptance
title_sort	services quality of online banking in uzbekistan and people's acceptance
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2012
url	https://etd.uum.edu.my/3166/1/ABDULLAYEV_BAKHTOVAR.pdf https://etd.uum.edu.my/3166/4/ABDULLAYEV_BAKHTOVAR.pdf
_version_	1747827512813027328
spelling	my-uum-etd.31662016-04-19T00:34:22Z Services Quality of Online Banking in Uzbekistan and People's Acceptance 2012-05 Bakhtovar, Abdullayev A. Rahman, Badruddin Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HG Finance Using an already developed model for measuring the quality of online services and its acceptance, the author of this thesis has developed and later on modified a theoretical model(instrument) for measuring the quality and acceptance by the people of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality and acceptance of online banking services includes four quality dimensions (Service Performance, Website Characteristics, Communication and Efficiency) with total of 24 items (questions). Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered. 2012-05 Thesis https://etd.uum.edu.my/3166/ https://etd.uum.edu.my/3166/1/ABDULLAYEV_BAKHTOVAR.pdf text eng validuser https://etd.uum.edu.my/3166/4/ABDULLAYEV_BAKHTOVAR.pdf text eng public masters masters Universiti Utara Malaysia Abels,E.G., White,M.D., & Hahn,K.(1999).A user-based design process for Web sites.OCLC Systems and Services,Vol.15 No.1, pp. 35-44. Amaratunga,D., Baldry,D., Sarshar,M. & Newton,R (2002). Quantitative and Qualitative research in the built environment: application of mixed research approach. Work Study, Vol.51, No.1, pp.17-31. Bahia,K.,& Nantel,J.(2000).A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, Vol.18, No.2, pp.84-91. Barnes,S.J., & Vidgen,R. (2001),An evaluation of cyber book shops: the WebQual method, International Journal of Electronic Commerce, Vol.6, No.1, pp.11-30. Bateson,J.E.G. 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Services Quality of Online Banking in Uzbekistan and People's Acceptance

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