Online service quality dimensions and their relationships with satisfaction : A content analysis of customer reviews of securities brokerage services

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)62_Review of books or of software (or similar publications/items)Not applicablepeer-review

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Detail(s)

Original languageEnglish
Pages (from-to)302-326
Journal / PublicationInternational Journal of Service Industry Management
Volume15
Issue number3
Publication statusPublished - 2004

Abstract

This exploratory research intends to extend our understanding of service quality and customer satisfaction within the setting of online securities brokerage services. Based upon conceptual frameworks from the areas of services marketing and information systems management, the authors uncovered 52 items across 16 major service quality dimensions by content analysis of 740 customer reviews. The results indicate that primary service quality dimensions leading to online customer satisfaction, with the exception of ease of use, are closely related to traditional services while key factors leading to dissatisfaction are tied to information systems quality. In addition, major drivers of satisfaction and dissatisfaction are identified at the sub-dimensional level. Theoretical contribution and managerial implications of the findings are further discussed.

Research Area(s)

  • Customer satisfaction, Electronic commence, Internet, Securities markets, Servicing

Citation Format(s)

Online service quality dimensions and their relationships with satisfaction : A content analysis of customer reviews of securities brokerage services. / Yang, Zhilin; Fang, Xiang.

In: International Journal of Service Industry Management, Vol. 15, No. 3, 2004, p. 302-326.

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)62_Review of books or of software (or similar publications/items)Not applicablepeer-review