Self-service technology: Analyzing retail banking services in China

Huang, Ziwei

Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.12540/313

DC Field	Value	Language
dc.contributor.advisor	Liu, Su-Ping	en_US
dc.contributor.author	Huang, Ziwei	en_US
dc.date.accessioned	2020-12-12T01:33:43Z	-
dc.date.available	2020-12-12T01:33:43Z	-
dc.date.issued	2020	-
dc.identifier.citation	Huang, Z. (2020). Self-service technology: Analyzing retail banking services in China [Unpublished bachelor's thesis]. Wenzhou-Kean University.	en_US
dc.identifier.uri	https://hdl.handle.net/20.500.12540/313	-
dc.description.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.	en_US
dc.format.extent	32 pages	en_US
dc.format.mimetype	application/pdf	en_US
dc.language.iso	eng	en_US
dc.rights.uri	https://creativecommons.org/licenses/by-nc/4.0/	-
dc.title	Self-service technology: Analyzing retail banking services in China	en_US
dc.type	Thesis	en_US
dc.rights.license	Attribution-NonCommercial 4.0 International (CC BY-NC 4.0)	en_US
wku.group	College of Business and Public Management	en_US
wku.identifier.studentID	1025645	en_US
dc.subject.keywords	Customer Trust	en_US
dc.subject.keywords	E-S-QUAL	en_US
dc.subject.keywords	Self-service Technology	en_US
dc.subject.keywords	Retail Banking	en_US
wku.thesis.degree	Bachelor of Science	en_US
wku.degree.discipline	Accounting	en_US
wku.degree.grantor	Wenzhou-Kean University	en_US
Appears in Collections:	Theses and Dissertations