Volume 6 Number 1 Year - 2012
Number of articles: 10
INVESTIGATING DISCREPANCIES BETWEEN E-SERVICES IMPLEMENTING OR NOT ISO 9001: CUSTOMERS' OUTLOOK IN THE BACKDROP OF E-SERVICES IN CATALONIA (SPAIN)
Authors: Petnji Yaya Luc Honore, Marimon Frederic, Casadesus Marti
Abstract: This paper seeks to investigate from customers ? perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service quality, customer perceived value, customer satisfaction, customer loyalty and customer service recovery; in the backdrop of e-services in Catalonia (Spain). Design/methodology/approach The main research target consists of e-banks operating in the region of Catalonia (Spain), besides customers who regularly use internet to do their banking. Self completed questionnaire was designed from a blend of existing constructs. An analysis of variance (ANOVA) was per formed to a convenience sample of 428 customers of e-banking services (123 of them reported a complained about the service) and 16 banks. Findings The results reveal that e-banking customers in Catalonia were not sensitive to the usage of ISO 9001. However, customers from banks that do not implement ISO 9001 perceived that the prices of the service available on their bank site were more economical. Research limitations and implication this study was done only in Catalonia expandability might be restricted. Further investigation may be done in Spain as a whole or in different countries and settings. Originality/value based on literature reviews, this study will be on e 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
Article info: pp. 29-40
Recieved: 05.09.2011  Accepted: 06.01.2012  UDC: 004.738.5   Downloads: 598