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Keywords Banking, Customer satisfaction, Customer services quality, Internet, New Zealand, Online operations
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Journal Marketing Intelligence and Planning
Rod, M, Ashill, N.J. (Nicholas J.), Shao, J. (Jinyi), & Carruthers, J. (Janet). (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence and Planning, 27(1), 103–126. doi:10.1108/02634500910928344