Online banking of an, Exercises of Industrial management

Download Online banking of an and more Exercises Industrial management in PDF only on Docsity! 1) Framework 2) Definition (i) Personal need is define on how much and how easily the site can be tailored to individual customers’ preferences, histories, and ways of shopping which adapted from Parasuraman, A., Zeithaml, V. and Malhotra, A. (2005) (ii) Site organization is the ability to get on the site quickly and to reach the company when needed. (iii) User friendliness is define as site contains functions that help customers find what they need without difficulty, has good search functionality, and allows the customer to maneuver easily and quickly back and forth through the pages. (iv) Efficiency of website is define as the ease and speed of accessing and using the site which adapted from Parasuraman, A., Zeithaml, V. and Malhotra, A. (2005) (v) E- customer satisfaction refers to meeting the customer’s expectation on the products and Services (Oliver,1980) 3) Hypothesis (i) Personal need has positive relationship with e-customer satisfaction. (ii) Site organization has positive relationship with e-customer satisfaction. (iii) User friendliness has positive relationship with e-customer satisfaction. (iv) Efficiency of website has positive relationship with e-customer satisfaction.  Personal need  Site organization  User friendliness  Efficiency of websites E-customer satisfaction