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Avaliação da qualidade dos serviços bancários online: proposta de integração dos modelos SERVQUAL, Kano e QFD

2016Journal article Open access
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dc.contributor.authorSantos, Ariana Heleno Marques
dc.contributor.authorCândido, Carlos
dc.date.accessioned2016-08-24T15:59:23Z
dc.date.available2016-08-24T15:59:23Z
dc.date.issued2016
dc.description.abstractEste artigo centra-se no desenvolvimento teórico de um modelo integrado para a avaliação e a melhoria da qualidade dos serviços de Internet Banking (IB). Após uma revisão da literatura e uma análise crítica dos estudos já elaborados sobre o uso integrado dos modelos de Kano, SERVQUAL e Quality Function Deployment (QFD), propõe-se um modelo integrado significativamente distinto daquele que tem vindo a ser utilizado na literatura. O modelo que se apresenta visa superar as desvantagens inerentes ao modelo integrador existente, contribuindo para um melhor entendimento da “voz do cliente” e para uma melhoria da qualidade dos serviços de IB. O artigo propõe também um conjunto de proposições para investigação empírica futura. Abstract This article focuses on the theoretical development of an integrated model for the assessment and improvement of the quality of Internet Banking (IB) services. Based on a literature review and critical analysis of the studies on the integrated use of the Kano model, the SERVQUAL and the Quality Function Deployment (QFD), this paper suggests an integrated model that is significantly distinct from those in the extant literature. The suggested model aims to surpass inherent disadvantages of the models in the literature, to contribute to a better understanding of the “voice of the customer” and to improve the quality of the IB services. This paper also develops several propositions for future empirical investigation.pt_PT
dc.description.abstractThis article focuses on the theoretical development of an integrated model for the assessment and improvement of the quality of Internet Banking (IB) services. Based on a literature review and critical analysis of the studies on the integrated use of the Kano model, the SERVQUAL and the Quality Function Deployment (QFD), this paper suggests an integrated model that is significantly distinct from those in the extant literature. The suggested model aims to surpass inherent disadvantages of the models in the literature, to contribute to a better understanding of the “voice of the customer” and to improve the quality of the IB services. This paper also develops several propositions for future empirical investigationpt_PT
dc.identifier.citationSantos, Ariana H.M. & Cândido, Carlos J.F. (2016) Avaliação da qualidade dos serviços bancários online – Proposta de integração dos modelos SERVQUAL, Kano e QFD, Tourism & Management Studies, 12(2), 145-153.pt_PT
dc.identifier.doi10.18089/tms.2016.12216pt_PT
dc.identifier.issn2182-8466
dc.identifier.otherAUT: CCA00501;
dc.identifier.urihttp://hdl.handle.net/10400.1/8645
dc.language.isoporpt_PT
dc.peerreviewedyespt_PT
dc.publisherUniversidade do Algarvept_PT
dc.relationReduction of the Environmental Impact of aviation via Optimisation of aircraft size/range and flight Network
dc.relationCenter for Advanced Studies in Management and Economics
dc.relation.publisherversionhttp://tmstudies.net/index.php/ectms/article/viewFile/858/pdf_36pt_PT
dc.subjectInternet bankingpt_PT
dc.subjectQualitypt_PT
dc.subjectSERVQUALpt_PT
dc.subjectKanopt_PT
dc.subjectQFDpt_PT
dc.subjectModelo integradopt_PT
dc.subjectService Qualitypt_PT
dc.subjectIntegrated modelpt_PT
dc.titleAvaliação da qualidade dos serviços bancários online: proposta de integração dos modelos SERVQUAL, Kano e QFDpt_PT
dc.title.alternativeQuality assessment of online banking services: an integrated model of SERVQUAL, Kano and QFDpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleReduction of the Environmental Impact of aviation via Optimisation of aircraft size/range and flight Network
oaire.awardTitleCenter for Advanced Studies in Management and Economics
oaire.awardURIinfo:eu-repo/grantAgreement/EC/H2020/101007659/EU
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UID%2FECO%2F04007%2F2013/PT
oaire.citation.conferencePlacePortugalpt_PT
oaire.citation.endPage153pt_PT
oaire.citation.issue2pt_PT
oaire.citation.startPage145pt_PT
oaire.citation.titleTourism & Management Studiespt_PT
oaire.citation.volume12pt_PT
oaire.fundingStreamH2020
oaire.fundingStream6817 - DCRRNI ID
person.familyNameCandido
person.givenNameCarlos Joaquim Farias
person.identifier.ciencia-idDF13-9313-8491
person.identifier.orcid0000-0001-5875-1243
person.identifier.ridC-3836-2008
person.identifier.scopus-author-id6602395626
project.funder.identifierhttp://doi.org/10.13039/501100008530
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameEuropean Commission
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication6e59a1a9-831d-4047-a7c0-1b8840dfcde7
relation.isAuthorOfPublication.latestForDiscovery6e59a1a9-831d-4047-a7c0-1b8840dfcde7
relation.isProjectOfPublicationd11490be-4c76-42a7-994e-5d4f8fc87192
relation.isProjectOfPublication02c88239-fad7-4023-a285-1496031dbee4
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