The Assessment of Whether Online Banking has any Impact or not in Service Delivery in the Republic of Ireland [printed text] / Justice Mbuende, Zikamisee, Author ; Barrett, Brendan, Author ; IBAT College Dublin, Author . - [S.l.] : Unpublished Thesis, 2013 . - pp. 74.
ISSN : DISS14

Keywords:	Assessment,  Online  Banking,  Service  Delivery
Class number:	658:DMBU
Contents note:	This study sought to assess whether online banking has any impact on service delivery or not. The bank in the world wide are faced with stiff competition for success and profitability; it is on the basic that banks are striving harder to offer quality products and market their services in different ways to maintain and woo new customers into their files. Customers on the other hand are always advanced in assessing the quality of the services the banks are offering them and comparing the value attached to services they pay for and are always combing to get the best service from the service providers. The possibility for customers to identify the right service provider and for banks to reach wide range of customers has been made easy through the use of internet. The main objectives of this study is to investigate if online banking has any impact of service delivery and to compare the perceptions of different geographic locations, gender education background and age of the participants on the quality of service delivered by banks in the Republic of Ireland. The author used already developed instruments of measuring quality of online services to design and distribute a questionnaire, primary data was collected and summarised in details in tables to achieve the requirements of the study. Customer satisfaction was evaluated with various aspects of online banking. The analysis results were used to make recommendations to managers of different banks.