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Quality Management of Internet Banking Services

10 Pages Posted: 6 Feb 2011  

Jean-Michel Sahut

IPAG Business School

Date Written: February 5, 2011


Quality Function Deployment (QFD) is a product and service design technique primarily oriented to deliver the ‘voice of the customer’ throughout every single planning and design activity. QFD was successfully applied in almost every manufacturing industry, methodologically adapted and employed in the service industries and software development too. The electronic product and service delivery is nowadays a necessary part of a business strategy. By increasing the competitive pressure the electronic environment makes the service providers ‘listen’ to the voice of the customer more carefully, to refine it and deliver high quality products and services. This paper demonstrates the QFD application to Internet banking services, which led us to study the quality of online banking from both the customer’s and the provider’s perspective. It outlines the links between quality, quality management tools and Internet banking and discusses the complexity of a quality management system for electronic banking.

Keywords: quality function deployment, Internet banking, service quality, information technology, information system

JEL Classification: G21, L86, M11, M15

Suggested Citation

Sahut, Jean-Michel, Quality Management of Internet Banking Services (February 5, 2011). Available at SSRN: or

Jean-Michel Sahut (Contact Author)

IPAG Business School ( email )

184 BD Saint Germain
Paris, 75006

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