Publicação
Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality
| Resumo: | Quality is regarded as one of the main objectives to achieve in a successful organization, where the corporate policy is defined around of how to stay efficient while achieving the quality requirements defined by the consumer. Thus, companies in the banking sector are concentrating their efforts to achieve excellence, beginning with the service channels, which represent the point of contact with their clients. This dissertation aims to deepen the study on the use of two major distribution channels: the traditional bank branch and the Internet, having as backdrop the perceived of quality of service. In this context, factors influencing the choice and use of banking channels were related to assessments of their quality, allowing to create segments of consumers and to draw strategic conclusions on areas where the service quality provided by the distribution channel is poor and needs attention from the bank. The research methodology was based on a literature research on the following fields: banking marketing, banking distribution and perceived quality of the services provided. The study was conducted in two phases. The first corresponds to the creation of a scale to measure the perceived quality of the two channels mentioned, through a Factor Analysis and Internal Consistency. Finally, the second phase consists of applying a questionnaire to a final sample of 225 subjects and on the interpretation of data obtained through the Importance-Performance Analysis and also, through the non-parametric tests, Mann-Whitney and Kruskal-Wallis and the Correlation Coefficient Spearman's Rho. |
|---|---|
| Autores principais: | Júnior, Luciana de Oliveira Santos |
| Assunto: | Distribution channels Perceived quality Provision of banking services Importance-performance analysis Canais de distribuição Qualidade percebida Prestação do serviço bancário Análise de importância-performance |
| Ano: | 2011 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | ISCTE |
| Idioma: | inglês |
| Origem: | Repositório ISCTE |
| _version_ | 1867709714569101312 |
|---|---|
| author | Júnior, Luciana de Oliveira Santos |
| author_facet | Júnior, Luciana de Oliveira Santos |
| author_role | author |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Júnior, Luciana de Oliveira Santos\"}] |
| datacite.creators.creator.creatorName.fl_str_mv | Júnior, Luciana de Oliveira Santos |
| datacite.date.Accepted.fl_str_mv | 2011-01-01T00:00:00Z |
| datacite.date.available.fl_str_mv | 2013-01-11T10:18:03Z |
| datacite.date.embargoed.fl_str_mv | 2013-01-11T10:18:03Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Distribution channels Perceived quality Provision of banking services Importance-performance analysis Canais de distribuição Qualidade percebida Prestação do serviço bancário Análise de importância-performance |
| datacite.titles.title.fl_str_mv | Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality |
| dc.creator.none.fl_str_mv | Júnior, Luciana de Oliveira Santos |
| dc.date.Accepted.fl_str_mv | 2011-01-01T00:00:00Z |
| dc.date.available.fl_str_mv | 2013-01-11T10:18:03Z |
| dc.date.embargoed.fl_str_mv | 2013-01-11T10:18:03Z |
| dc.description.none.fl_str_mv | A qualidade é considerada como um dos principais objectivos a atingir numa organização de sucesso, onde a política empresarial é definida em torno de como se manter eficiente sem deixar de atingir os requisitos de qualidade definidos pelo consumidor. Desta forma, as empresas do sector bancário concentram os seus esforços para alcançar a excelência, a começar pelos canais de atendimento, que representam o ponto de contacto com os clientes. A presente dissertação pretende aprofundar o estudo sobre o uso de dois importantes canais de distribuição: a tradicional agência bancária e a Internet, tendo como pano de fundo a qualidade percebida do serviço. Neste âmbito, os factores que influenciam a escolha e uso dos canais bancários foram relacionados com as avaliações de qualidade dos mesmos, permitindo, criar segmentos de consumidores e retirar conclusões estratégicas sobre áreas onde a qualidade do serviço prestado pelo canal de distribuição é deficitária e necessita de atenção por parte do banco. A metodologia de investigação assentou numa pesquisa bibliográfica sobre os seguintes campos: marketing bancário, distribuição bancária e qualidade percebida com a prestação do serviço. O estudo foi desenvolvido em duas fases. A primeira corresponde à criação de uma escala para avaliar a qualidade percebida dos dois canais mencionados, através da Análise Factorial e de Consistência Interna. A segunda consiste na aplicação de um questionário a uma amostra final de 225 indivíduos e na interpretação dos dados obtidos através da Análise Importância-Performance, recorrendo-se ainda aos testes não-paramétricos de Mann-Whitney e Kruskal-Wallis e ao Coeficiente de Correlação Ró de Spearman. |
| dc.format.none.fl_str_mv | application/pdf application/octet-stream |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10071/4343 |
| dc.language.none.fl_str_mv | eng |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Distribution channels Perceived quality Provision of banking services Importance-performance analysis Canais de distribuição Qualidade percebida Prestação do serviço bancário Análise de importância-performance |
| dc.title.fl_str_mv | Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_bdcc |
| description | Quality is regarded as one of the main objectives to achieve in a successful organization, where the corporate policy is defined around of how to stay efficient while achieving the quality requirements defined by the consumer. Thus, companies in the banking sector are concentrating their efforts to achieve excellence, beginning with the service channels, which represent the point of contact with their clients. This dissertation aims to deepen the study on the use of two major distribution channels: the traditional bank branch and the Internet, having as backdrop the perceived of quality of service. In this context, factors influencing the choice and use of banking channels were related to assessments of their quality, allowing to create segments of consumers and to draw strategic conclusions on areas where the service quality provided by the distribution channel is poor and needs attention from the bank. The research methodology was based on a literature research on the following fields: banking marketing, banking distribution and perceived quality of the services provided. The study was conducted in two phases. The first corresponds to the creation of a scale to measure the perceived quality of the two channels mentioned, through a Factor Analysis and Internal Consistency. Finally, the second phase consists of applying a questionnaire to a final sample of 225 subjects and on the interpretation of data obtained through the Importance-Performance Analysis and also, through the non-parametric tests, Mann-Whitney and Kruskal-Wallis and the Correlation Coefficient Spearman's Rho. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | masterThesis |
| id | iscte_fb3e4e2ff89f824ca7fec65eff1aa6fc |
| identifier.url.fl_str_mv | http://hdl.handle.net/10071/4343 |
| instacron_str | iscte |
| institution | ISCTE |
| instname_str | ISCTE |
| language | eng |
| network_acronym_str | iscte |
| network_name_str | Repositório ISCTE |
| oai_identifier_str | oai:repositorio.iscte-iul.pt:10071/4343 |
| organization_str_mv | urn:organizationAcronym:iscte |
| person_str_mv | Júnior, Luciana de Oliveira Santos |
| publishDate | 2011 |
| reponame_str | Repositório ISCTE |
| repository_id_str | urn:repositoryAcronym:iscte |
| service_str_mv | urn:repositoryAcronym:iscte |
| spelling | porQuality is regarded as one of the main objectives to achieve in a successful organization, where the corporate policy is defined around of how to stay efficient while achieving the quality requirements defined by the consumer. Thus, companies in the banking sector are concentrating their efforts to achieve excellence, beginning with the service channels, which represent the point of contact with their clients. This dissertation aims to deepen the study on the use of two major distribution channels: the traditional bank branch and the Internet, having as backdrop the perceived of quality of service. In this context, factors influencing the choice and use of banking channels were related to assessments of their quality, allowing to create segments of consumers and to draw strategic conclusions on areas where the service quality provided by the distribution channel is poor and needs attention from the bank. The research methodology was based on a literature research on the following fields: banking marketing, banking distribution and perceived quality of the services provided. The study was conducted in two phases. The first corresponds to the creation of a scale to measure the perceived quality of the two channels mentioned, through a Factor Analysis and Internal Consistency. Finally, the second phase consists of applying a questionnaire to a final sample of 225 subjects and on the interpretation of data obtained through the Importance-Performance Analysis and also, through the non-parametric tests, Mann-Whitney and Kruskal-Wallis and the Correlation Coefficient Spearman's Rho.porA qualidade é considerada como um dos principais objectivos a atingir numa organização de sucesso, onde a política empresarial é definida em torno de como se manter eficiente sem deixar de atingir os requisitos de qualidade definidos pelo consumidor. Desta forma, as empresas do sector bancário concentram os seus esforços para alcançar a excelência, a começar pelos canais de atendimento, que representam o ponto de contacto com os clientes. A presente dissertação pretende aprofundar o estudo sobre o uso de dois importantes canais de distribuição: a tradicional agência bancária e a Internet, tendo como pano de fundo a qualidade percebida do serviço. Neste âmbito, os factores que influenciam a escolha e uso dos canais bancários foram relacionados com as avaliações de qualidade dos mesmos, permitindo, criar segmentos de consumidores e retirar conclusões estratégicas sobre áreas onde a qualidade do serviço prestado pelo canal de distribuição é deficitária e necessita de atenção por parte do banco. A metodologia de investigação assentou numa pesquisa bibliográfica sobre os seguintes campos: marketing bancário, distribuição bancária e qualidade percebida com a prestação do serviço. O estudo foi desenvolvido em duas fases. A primeira corresponde à criação de uma escala para avaliar a qualidade percebida dos dois canais mencionados, através da Análise Factorial e de Consistência Interna. A segunda consiste na aplicação de um questionário a uma amostra final de 225 indivíduos e na interpretação dos dados obtidos através da Análise Importância-Performance, recorrendo-se ainda aos testes não-paramétricos de Mann-Whitney e Kruskal-Wallis e ao Coeficiente de Correlação Ró de Spearman.application/pdfapplication/octet-streamengporChannels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service qualityJúnior, Luciana de Oliveira SantosHandlehttp://hdl.handle.net/10071/43432013-01-11T10:18:03Z2011-01-01T00:00:00Z20112011-04http://purl.org/coar/access_right/c_abf2open accessporDistribution channelsporPerceived qualityporProvision of banking servicesporImportance-performance analysisporCanais de distribuiçãoporQualidade percebidaporPrestação do serviço bancárioporAnálise de importância-performance1719678 bytes150393 byteshttp://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://repositorio.iscte-iul.pt/bitstreams/fe4bfc21-f88c-484c-92e1-d8d489e45340/downloadhttp://purl.org/coar/access_right/c_abf2application/octet-streamfulltexthttps://repositorio.iscte-iul.pt/bitstreams/39ab1d93-9c02-4aab-8b26-39fb6dfe9909/downloadother research producthttp://purl.org/coar/resource_type/c_bdccmaster thesis |
| spellingShingle | Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality Júnior, Luciana de Oliveira Santos Distribution channels Perceived quality Provision of banking services Importance-performance analysis Canais de distribuição Qualidade percebida Prestação do serviço bancário Análise de importância-performance |
| status | SINGLETON |
| subject.fl_str_mv | Distribution channels Perceived quality Provision of banking services Importance-performance analysis Canais de distribuição Qualidade percebida Prestação do serviço bancário Análise de importância-performance |
| title | Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality |
| title_full | Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality |
| title_fullStr | Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality |
| title_full_unstemmed | Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality |
| title_short | Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality |
| title_sort | Channels selection in the retail banking sector: relationship between the factors influencing the usage and the perceived service quality |
| topic | Distribution channels Perceived quality Provision of banking services Importance-performance analysis Canais de distribuição Qualidade percebida Prestação do serviço bancário Análise de importância-performance |
| topic_facet | Distribution channels Perceived quality Provision of banking services Importance-performance analysis Canais de distribuição Qualidade percebida Prestação do serviço bancário Análise de importância-performance |
| url | http://hdl.handle.net/10071/4343 |
| visible | 1 |