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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 Self-service technology: Analyzing retail banking services in China [Unpublished bachelor's thesis].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.
Appears in Collections:Theses and Dissertations

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