PLEASE DEVELOP ONLY THE FOLLOWING
1/ HOW TECHNOLOGY, CONVENIENCE, FUNCTIONAL VALUES (interest rates, rewards for example) AND
EMOTIONAL MOTIVES TRIGGERS PERCEIVED BANKS’ SERVICE QUALITY EXCELLENCE BY CONSUMERS?
2/ HOW TECHNOLOGY, CONVENIENCE, FUNCTIONAL VALUES AND EMOTIONAL MOTIVES HAVE A DIRECT AFFECT ON
BANKS’ SERVICE QUALITY EXCELLENCE PERCEIVED BY CONSUMERS?
3/ HOW BANKS’ SERVICE QUALITY PERFORMANCE HAVE A DIRECT AFFECT ON SATISFACTION AND TRUST AND
THEREFORE POSITIVELY AFFECT CONSUMERS’ LOYALTY AND GENERATE CONSUMER BASED BRAND EQUITY?
4/ HOW BANKS’ SERVICE QUALITY PERFORMANCE TRIGGERS SATISFACTION AND TRUST AND THEREFORE POSITIVELY
AFFECT CONSUMERS’ LOYALTY AND GENERATE CONSUMER BASED BRAND EQUITY?
5/ HOW BANKS’ SERVICE QUALITY PERFORMANCE TRIGGERS SWITCHING INTENTIONS AND THUS RESULTS IN HAVE A
DIRECT AFFECT ON CONSUMERS’ LOYALTY AND THUS AFFECT BANKS CONSUMER BASED BRAND EQUITY?
6/ HOW BANKS’ POOR SERVICE QUALITY PERFORMANCE TRIGGERS SWITCHING INTENTIONS AND THUS RESULTS IN
HAVE A DIRECT AFFECT ON LOYALTY AND CONSUMER BASED BRAND EQUITY?
7/ DEVELOP THE RELATIONSHIP BETWEEN EACH OF THE FOLLOWING VARIABLES BASED ON PREVIOUS RESERCH
(PLEASE USE NUMEROUS REFERENCES AND NOT JUST ONE IN HERE)
-Service quality positively affect the use of e-banking services
-Service quality positively affects consumers’ satisfaction
-Emotional associations positively affects Service quality
-Consumers’ level of trust is positively affected by service quality
-Functional values perceptions positively affects consumers’ value of service excellence
-Functional values have a positively affects satisfaction
-Convenience positively affects consumers adopting e-banking services
-Convenience positively affects Service quality
-Adopting e-banking services positively affects consumers’ level of trust
-E-banking service quality positively affects loyalty
-The use of e-banking services positively affects satisfaction
-Satisfaction positively affects trust
-Emotional associations decreases consumers’ switching intentions
-Switching intentions are related to functional values
-Switching intentions are related to trust
8/ Discuss the following
-e-banking service quality and its implication on consumers’ satisfaction and loyalty
-building successful bank-consumer relationship
-Relationship between branding and consumers’ attitudes towards banking service quality performance
-why bank branches matter in digital age?
-can retail bank client develop a relationship online ?
-how to built satisfaction, trust and loyalty in retail banks?
-discuss customer relationship management in retail banks
-what banks need to implement to focus on consumers’ retention ?
-how banks’ can be consumer intimate
Service quality assessment in the retail banking sector
trust and its underlying dimensions in the retail banking sector
-how customer satisfaction has turned out to be a core challenge to retail banks?