Media perceptions and their impact on Web site quality

International Journal of Bank Marketing

Volumn 21, Issue 1, 2003, Pages 38-47

  Lassar, Walfried M ^a   Dandapani, Krishnan ^a  

^a FLORIDA INTERNATIONAL UNIVERSITY   (United States)

Author keywords

Communications; Customer satisfaction; Design; Media; Psychology; Web sites

Indexed keywords

EID: 33644530013     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652320310457794     Document Type: Article

References (26)

1. Arora, R. and Stoner, C. (1996), “The effect of perceived service quality and name familiarity on the service selection decision”, Journal of Services Marketing, Vol. 10, pp. 22-34.
2. Antos, J. (2002), “E-marketing: technical targeting”, Credit Union Management, Vol. 25 No. 4, p. 30.
3. Baker, J., Parasuraman, A., Grewal, D. and Voss, G.B. (2002), “The influence of multiple store environment cues on perceived merchandise value and patronage intentions”, Journal of Marketing, Vol. 66 No. 2, April, pp. 120-41.
4. Bittner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56, April, pp. 57-71.
5. Bolton, R.N. and Drew, J.H. (1991), “A multistage model of customers’ assessments of service quality and value”, Journal of Consumer Research, Vol. 17, March, pp. 375-84.
6. Burke, K. and Chidambaram, L. (1999), “How much bandwidth is enough? A longitudinal examination of media characteristics and group outcomes”, MIS Quarterly, Vol. 23, No. 4, pp. 557-80.
7. Chidambaram, L. and Jones, B. (1993), “Impact on communication medium and computer support on group perceptions and performance: a comparison of face-to-face and dispersed meetings”, MIS Quarterly, Vol. 17 No. 4, pp. 493-516.
8. Churchill, G.A. (1991), Basic Marketing Research, 2nd ed., Dryden Press, Fort Worth, TX.
9. Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.
10. Ginovsky, J. (2002), “Internet banking – getting customers to use it”, ABA Bankers News, 14 May, pp. 1-2.
11. Goodhue, D.L. (1998), “Development and measure validity of a task-technology fit instrument for user evaluation of information systems”, Decision Sciences, Vol. 29 No. 1, pp. 105-38.
12. Gordon, M.E., Slade, A. and Schmitt, N. (1986), “The ‘science of the sophomore’ revisited: from conjecture to empiricism”, Academy of Management Review, Vol. 11 No. 1, pp. 191-207.
13. Grönroos, C. (1990), Service Management and Marketing, Lexington Books, Lexington, MA.
14. Hudgins, C. (2000), “How healthy is your Web site?”, InformationWeek, 24 April, pp. 87-93.
15. Hughes, C.T. and Gibson, M.L. (1991), “Students as surrogates for managers in decision-making environment: an experimental study”, Journal of MIS, Vol. 8 No. 2, pp. 153-66.
16. Jensen, J.B. and Markland, R.E. (1996), “Improving the application of quality conformance tools in service firms”, Journal of Services Marketing, Vol. 10 No. 1, pp. 35-55.
17. Karahanna, E. and Straub, D.W. (1999), “The psychological origins of perceived usefulness and ease-of-use”, Information and Management, Vol. 35 No. 4, pp. 237-50.
18. Lee, J. (2002), “A key to marketing financial services: the right mix of products, services, channels and customers”, Journal of Services Marketing, Vol. 16 No. 3, pp. 238-58.
19. MacInnis, D.J., Moorman, C. and Jaworski, B.J. (1991), “Enhancing and measuring consumers’ motivation, opportunity, and ability to process brand information from ads”, Journal of Marketing, Vol. 55 No. 4, pp. 32-54.
20. Norman, D. (1986), “Cognitive engineering”, in Norman, D. and Draper, S. (Eds), User-Centered System Design: New Perspectives on Human-Computer Interaction, Lawrence Erlbaum, Hillsdale, NJ.
21. Quelch, J.A. and Klein, L.R. (1996), “The Internet and international marketing”, Sloan Management Review, Spring, pp. 60-75.
22. Spreng, R.A. and MacKoy, R.D. (1996), “An empirical examination of a model of perceived service quality and satisfaction”, Journal of Retailing, Vol. 72 No. 2, pp. 201-14.
23. Walther, J.B. (1995), “Relational impacts of computer mediated communication: experimental observations over time”, Organization Science, Vol. 6 No. 2, pp. 196-203.
24. Warkentin, M.E., Sayeed, L. and Hightower, R. (1997), “Virtual teams versus face-to-face teams: an exploratory study of a Web-based conference system”, Decision Sciences, Vol. 28 No. 4, pp. 975-96.
25. Zajonc, R.B. (1980), “Feeling and thinking”, American Psychologist, Vol. 5, pp. 151-75.
26. Zigurs, I. and Buckland, B.K. (1998), “A theory of task/technology fit and group support systems effectiveness”, MIS Quarterly, Vol. 22 No. 3, pp. 313-34.