{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,2]],"date-time":"2026-01-02T07:43:06Z","timestamp":1767339786073,"version":"3.40.3"},"publisher-location":"Cham","reference-count":14,"publisher":"Springer Nature Switzerland","isbn-type":[{"type":"print","value":"9783031613173"},{"type":"electronic","value":"9783031613180"}],"license":[{"start":{"date-parts":[[2024,1,1]],"date-time":"2024-01-01T00:00:00Z","timestamp":1704067200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2024,1,1]],"date-time":"2024-01-01T00:00:00Z","timestamp":1704067200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2024]]},"DOI":"10.1007\/978-3-031-61318-0_15","type":"book-chapter","created":{"date-parts":[[2024,6,1]],"date-time":"2024-06-01T01:06:11Z","timestamp":1717203971000},"page":"209-220","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["Digital Transformation in Banking\u2013How Do Customers Assess the Quality of Digital Banking Services?"],"prefix":"10.1007","author":[{"given":"Andrea","family":"M\u00fcller","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Annebeth","family":"Demaeght","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Larissa","family":"Greschuchna","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Joachim","family":"Reiter","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2024,6,1]]},"reference":[{"issue":"4","key":"15_CR1","doi-asserted-by":"publisher","first-page":"41","DOI":"10.1177\/002224298504900403","volume":"49","author":"A Parasuraman","year":"1985","unstructured":"Parasuraman, A., Zeithaml, V.A., Berry, L.L.: A Conceptual model of service quality and its implications for future research. J. Mark. 49(4), 41\u201350 (1985)","journal-title":"J. Mark."},{"issue":"4","key":"15_CR2","first-page":"420","volume":"67","author":"A Parasuraman","year":"1991","unstructured":"Parasuraman, A., Berry, L.L., Zeithaml, V.A.: Refinement and reassessment of the SERVQUAL scale. J. Retail. 67(4), 420\u2013450 (1991)","journal-title":"J. Retail."},{"issue":"3","key":"15_CR3","first-page":"36","volume":"23","author":"M Kumar","year":"2023","unstructured":"Kumar, M.: Mohapatra, A: assessing the service quality of banks by a modified SERVQUAL model. Bimaquest 23(3), 36\u201354 (2023)","journal-title":"Bimaquest"},{"key":"15_CR4","doi-asserted-by":"publisher","unstructured":"Mawi, H.L., Blanco, E.M., Buenafe, W.R.J., Nababan, S.D.R., Amoguis, J.A.: The Influence of Service Quality (SERVQUAL) Dimensions in Electronic Banking on Customer Satisfaction Among International Students (2023). https:\/\/doi.org\/10.13140\/RG.2.2.35426.71369","DOI":"10.13140\/RG.2.2.35426.71369"},{"issue":"2","key":"15_CR5","first-page":"118","volume":"8","author":"S Mishra","year":"2019","unstructured":"Mishra, S.: Impact of SERVQUAL dimensions on consumer satisfaction from mobile banking in mid-size banks of india shweta mishra. Asian Resonance 8(2), 118\u2013123 (2019)","journal-title":"Asian Resonance"},{"issue":"1","key":"15_CR6","first-page":"89","volume":"6","author":"M Roy Dutta","year":"2018","unstructured":"Roy Dutta, M., Das, A.: Service quality analysis of digital banking services in India: a SERVQUAL approach. Indian J. Econ. Develop. 6(1), 89\u201395 (2018)","journal-title":"Indian J. Econ. Develop."},{"issue":"8","key":"15_CR7","doi-asserted-by":"publisher","first-page":"6536","DOI":"10.3390\/su15086536","volume":"15","author":"MN Yesmin","year":"2023","unstructured":"Yesmin, M.N., et al.: SERVQUAL to determine relationship quality and behavioral intentions: an SEM approach in retail banking service. Sustainability 15(8), 6536 (2023)","journal-title":"Sustainability"},{"issue":"1","key":"15_CR8","first-page":"10","volume":"6","author":"P Parekh","year":"2019","unstructured":"Parekh, P., Marvadi, C.: Evaluating effect of demonetization on quality of E-banking services using SERVQUAL model. IJRAR \u2013 Inter. J. Res. Analyt. Rev. 6(1), 10\u201315 (2019)","journal-title":"IJRAR \u2013 Inter. J. Res. Analyt. Rev."},{"key":"15_CR9","unstructured":"Hoffman, K.D., Bateson, J.E.G.: Services marketing. In: Concepts, Strategies, & Cases, 6th edn. South-Western Cengage Learning, Mason, Ohio (2023)"},{"key":"15_CR10","unstructured":"Kaiser, M.O.: Erfolgsfaktor Kundenzufriedenheit. Dimensionen und Messm\u00f6glichkeiten. 2nd edn. Erich Schmidt, Berlin (2005)"},{"key":"15_CR11","doi-asserted-by":"crossref","unstructured":"Bauer, H. H., Falk, T., Hammerschmidt, M.: Messung und Konsequenzen von Servicequalit\u00e4t im E-Commerce: Eine empirische Analyse am Beispiel des Internet -Banking. Marketing ZFP 26(Sonderheft Dienstleistungsmarketing), pp. 45\u201357 (2004)","DOI":"10.15358\/0344-1369-2004-Sonderheft-2004-45"},{"key":"15_CR12","doi-asserted-by":"crossref","unstructured":"Nerdinger, F.W., Neumann, Ch., Curth, S.: Kundenzufriedenheit und Kundenbindung. In: Moser, K. (ed.): Wirtschaftspsychologie, 2nd edn, pp. 119\u2013138, Springer, Heidelberg (2015)","DOI":"10.1007\/978-3-662-43576-2_8"},{"key":"15_CR13","unstructured":"Meffert, H., Burmann, C., Kirchgeorg, M.: Marketing. Grundlagen marktorientierter Unternehmensf\u00fchrung; Konzepte - Instrumente - Praxis-beispiele. 10nd edn. Springer Gabler, Wiesbaden (2008)"},{"key":"15_CR14","unstructured":"LimeSurvey: An Open Source survey tool. LimeSurvey GmbH, Hamburg, Germany. http:\/\/www.limesurvey.org. Accessed 30 Jan 2024"}],"container-title":["Lecture Notes in Computer Science","HCI in Business, Government and Organizations"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-031-61318-0_15","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,6,1]],"date-time":"2024-06-01T01:50:33Z","timestamp":1717206633000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-3-031-61318-0_15"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2024]]},"ISBN":["9783031613173","9783031613180"],"references-count":14,"URL":"https:\/\/doi.org\/10.1007\/978-3-031-61318-0_15","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2024]]},"assertion":[{"value":"1 June 2024","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"HCII","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on Human-Computer Interaction","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Washington DC","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"USA","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2024","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"29 June 2024","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"4 July 2024","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"26","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"hcii2024","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"https:\/\/2024.hci.international\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}}]}}