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Universitat de Girona

1. Petnji Yaya, Luc Honoré. Customers' loyalty and its antecedents and perception of ISO 9001 in online banking.

Degree: Departament d'Organització, Gestió Empresarial i Disseny de Producte, 2012, Universitat de Girona

Aquesta tesis doctoral investiga si la implantació de sistemes d’assegurament de la qualitat segons la norma ISO 9001 als serveis bancaris per internet, afecta a la satisfacció del servei per part dels clients d’aquesta. En aquest sentit, ha calgut analitzar l’escala de mesura de la qualitat dels serveis per internet E-S-QUAL, per tal d’adaptar-la als serveis bancaris, incloent-hi una mesura de la satisfacció en els casos on hi ha hagut reclamacions. D’aquesta forma, la tesis ha aportat un model, testejat empíricament, on es determinen quines son les causes que afecten a una bona satisfacció del servei per part del client, i a un augment de la lleialtat dels clients per part de l’empresa; tan pels clients que han realitzat reclamacions en el servei com als que no. Advisors/Committee Members: [email protected] (authoremail), false (authoremailshow), Casadesús Fa, Martí (director), Marimon Viadiu, Frederic (director), true (authorsendemail).

Subjects/Keywords: ISO 9001; Banca per internet; Online banking; Serveis de qualitat; Servicios de calidad; Quality services; Gestió de qualitat; Gestión de calidad; Quality management; e-serveis; e-servicios; e-services; Satisfacció dels clients; Satisfacción de los clientes; Customers satisfaction; 336; 339

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Petnji Yaya, L. H. (2012). Customers' loyalty and its antecedents and perception of ISO 9001 in online banking. (Thesis). Universitat de Girona. Retrieved from http://hdl.handle.net/10803/96090

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Petnji Yaya, Luc Honoré. “Customers' loyalty and its antecedents and perception of ISO 9001 in online banking.” 2012. Thesis, Universitat de Girona. Accessed April 26, 2019. http://hdl.handle.net/10803/96090.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Petnji Yaya, Luc Honoré. “Customers' loyalty and its antecedents and perception of ISO 9001 in online banking.” 2012. Web. 26 Apr 2019.

Vancouver:

Petnji Yaya LH. Customers' loyalty and its antecedents and perception of ISO 9001 in online banking. [Internet] [Thesis]. Universitat de Girona; 2012. [cited 2019 Apr 26]. Available from: http://hdl.handle.net/10803/96090.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Petnji Yaya LH. Customers' loyalty and its antecedents and perception of ISO 9001 in online banking. [Thesis]. Universitat de Girona; 2012. Available from: http://hdl.handle.net/10803/96090

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

.