20.500.12556/DKUM-81204 Vpliv zaznane kakovosti na zadovoljstvo z e-bančnimi storitvami Impact of perceived quality on satisfation with e-banking services Način, kako odjemalec dojema kakovost storitve in kako slednje vpliva na zadovoljstvo z e-bančništvom, se razlikuje od načina, kako odjemalec dojema kakovost in zadovoljstvo s tradicionalnim bančništvom. Zato je pomembno, da se posvetimo tudi temu področju in proučimo glavne dimenzije, ki merijo zaznano kakovost z e-bančništvom in kako te dimenzije vplivajo na zadovoljstvo. Tema magistrske naloge so e-bančne storitve, torej mobilno in/ali spletno/elektronsko bančništvo. Odgovoriti želimo na vprašanje, kako odjemalci e-bančno storitev dojemajo z vidika zaznane kakovosti in kako zaznana kakovost vpliva na njihovo zadovoljstvo. Prav tako smo v magistrski nalogi razvili oz. opredelili metodologijo za merjenje kakovosti e-bančnih storitev. Podatke smo zbrali na vzorcu 128 odjemalcev e-bančnih storitev in s faktorsko analizo preverili veljavnost ter zanesljivost merilne lestvice. Sledila je izvedba regresijske analize, s katero smo ugotovili, kako posamezni konstrukti zaznavanja kakovosti vplivajo na zadovoljstvo. Ugotovili smo, da ima najmočnejši vpliv na zaznavanje kakovosti spremenljivka dizajn in izpolnitev pričakovanj, najšibkejši vpliv pa spremenljivka interaktivnost. e-commerce, e-banking, quality of e-banking services, satisfaction with e-banking services, factor analysis e-poslovanje e-bančništvo kakovost e-bančnih storitev zadovoljstvo z e-bančnimi storitvami faktorska analiza The way the customer perceives quality and how the latter affects satisfaction with e-banking differs from the way the customer perceives quality and satisfaction with traditional banking. That is why it is important to focus on this area as well and to study the main dimensions that measure perceived quality with e-banking and how these dimensions affect satisfaction. The topic covered in the following master's thesis is e-banking services ie mobile and/or online/electronic banking. Therefore we want to answer the question of how users perceive their e-banking service in terms of perceived quality and how perceived quality affects their satisfaction. Furthermore we developed a methodology for measuring the quality of e-banking services. The data was collected on a sample of 128 users of e-banking services and the reliability of the measurement scale was checked by factor analysis. Following the factor analysis we made a regression analysis to determine how individual constructs of true true false M. S. Majcen Slovenski jezik Angleški jezik Magistrsko delo/naloga 2022-01-29 12:30:25 2022-04-11 11:53:58 2022-08-10 00:18:21 0000-00-00 00:00:00 2022 0 [Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 336.71:004 104460291 MAG_Majcen_Maya_Sarah_2022.pdf MAG_Majcen_Maya_Sarah_2022.pdf 1 95786B4138DA56BC2F09E46A2C5A1B6C b8affeae6ddc632c32ba44d2f8045508befa72391e4136d765b6993de7d7f570 b2d288cd-aa1b-11ec-b321-00155d000105 20.500.12556/dkum/2a3b90a3-d2fc-4e52-95a4-04563c20ca87 https://dk.um.si/Dokument.php?lang=slv&id=156947 Ekonomsko-poslovna fakulteta 0 0 0