INVESTIGATING DISCREPANCIES BETWEEN E-SERVICES IMPLEMENTING OR NOT ISO 9001: CUSTOMERS' OUTLOOK IN THE BACKDROP OF E-SERVICES IN CATALONIA (SPAIN)

Petnji Yaya Luc Honore, Marimon Frederic, Casadesus Marti

Abstract: This paper seeks to investigate fr om customers ? perspective, if the implementation of ISO 9001 with the sc ope directly related to customers (offices, claims, etc.), spawn any disc repancies on service quality, customer perceived value, customer satisfactio n, customer loyalty and customer service recovery; in the backdrop of e-services in Catalonia (Spain). The main research target consists of e-banks operating in the region of Catalonia (Spain), besides customers w ho regularly use internet to do their banking. Self completed questionnaire wa s designed from a blend of existing constructs. An analysis of vari ance (ANOVA) was performed to a convenience sample of 428 customers of e-banking services (123 of them reported a complained about the service) and 16 banks. The results reveal that e-banking custom ers in Catalonia were not sensitive to the usage of ISO 9001. However, customers from banks that do not implement ISO 9001 perceived that the pr ices of the service available on their bank site were more economical. Research limitations and implication th is study was done only in Catalonia expandability might be restricted. Furt her investigation may be done in Spain as a whole or in differ ent countries and settings. Originality/value based on literature reviews, this study will be one of the first to carry out such research from customers' perspective and more specifically in Catalonia. The results of the study were useful in validating previous findings.

Keywords: ISO 9001, Customer service quality, Customer satisfaction, Customer loyalty, Service recovery

DOI:

Recieved: 15.06.2011  Accepted: 18.11.2011  UDC: 006.3/.8:004

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