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The impact of information quality and ergonomics on service quality in the banking industry
Abstract
This dissertation investigates the impact of information quality and ergonomics on service quality in the banking industry. A model postulating that process quality predicts product quality was proposed. In this study, the banking industry is the domain of interest. Two different large banks were selected, with five branches among them. First, service quality questionnaires were sent to 800 customers; the overall response rate was 468/800 = 59%. A non-difference score of SERVQUAL was used to assess the dimensions of service quality. Second, information quality questionnaires (Wang and Strong) and ergonomics questionnaires were sent to 278 employees of the banks; the overall response rate was 236/278 = 84%. Both instruments were used to assess the underlying dimensions of information quality and ergonomics. The result of the service quality analysis showed that reliability and responsiveness are the two most critical dimensions of service quality and they are directly related to the overall service quality. The result of the information quality analysis showed that all of the information quality dimensions except accessibility were significantly different between banks, but they were the same for branches within each bank. Reputation, believability, value-added, and relevancy had the highest score; completeness, access, and security had the lowest score for all the banks. In addition the result showed that accuracy and amount of information were related to overall service quality. Objectivity, timeliness, and believability were also related to the dimensions of service quality. The results of ergonomics analysis showed that all of the dimensions of ergonomics (workstation, overall comfort, other, and environment) had a positive impact on overall service quality.
Subject Area
Management|Industrial engineering
Recommended Citation
Najjar, Lotfollah, "The impact of information quality and ergonomics on service quality in the banking industry" (2002). ETD collection for University of Nebraska-Lincoln. AAI3064565.
https://digitalcommons.unl.edu/dissertations/AAI3064565