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https://hdl.handle.net/20.500.12540/313| Title: | Self-service technology: Analyzing retail banking services in China | Authors: | Huang, Ziwei | Issue Date: | 2020 | Source: | Huang, Z. (2020). Self-service technology: Analyzing retail banking services in China [Unpublished bachelor's thesis]. Wenzhou-Kean University. | Abstract: | The study is conducted to test how self-service technologies (SSTs) in retail banks impact customer trust in China. To find out the relationship, Electronic Service Quality (E-S-QUAL) model is used. The data have been collected through the online survey. The results indicate that SSTs service quality positively and significantly influence customer trust in two dimensions: efficiency and privacy. As more Chinese banks start to use new retail self-service technologies, this research can assist them in assessing the service quality more accurately to enhance customer trust. | URI: | https://hdl.handle.net/20.500.12540/313 |
| Appears in Collections: | Theses and Dissertations |
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| wku_etd001_cbpm01_000286.pdf | 481.37 kB | Adobe PDF |  View/Open |
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