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Ing. Leyla Shahvaladova

Master's thesis

Customer satisfaction in the digital era based on SERVQUAL model: the case of Azerbaijan digital banking

Customer satisfaction in the digital era based on SERVQUAL model: the case of Azerbaijan digital banking
Abstract:
Digital banking is one of the leading sectors in adopting and implementing the novelties brought by digitalisation. The innovative approaches have an impact on the perceptions of services and satisfaction of customers using digital banking platforms. The purpose of this study is to explore the factors influencing customer satisfaction in the context of the digital bank in Azerbaijan. The conceptual …more
 

Keywords

Digital Bank Service Quality SERVQUAL Extended SERVQUAL Technology Acceptance Model TAM Customer Satisfaction
 
Language used: English
Date on which the thesis was submitted / produced: 9. 5. 2025
Identifier: https://is.muni.cz/th/t5cde/

Thesis defence

  • Date of defence: 17. 6. 2025
  • Supervisor: doc. Ahad Zareravasan, PhD
  • Reader: Ph.D. Feybi Ariani Goni

Citation record

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Institution archiving the thesis and making it accessible: Masarykova univerzita, Ekonomicko-správní fakulta
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