This study attempts to establish the relationship between market dynamics and service components for the quality of the service of e-banking over a period of 5 years. The study used the Kano et al. (1984) questionnaire to identify the 15 variables, determining the customer’s satisfaction for quality improvement in e-banking services, based on a survey conducted among bank customers. Kano model’s attributes of CS were quantified by calculating the CS and dissatisfaction index with the average satisfaction coefficient over the time frame. The study concludes that over time, the customer requirement has gone through a major shift from one category to the other. To maximize customer satisfaction, this study will help the banking sector to identify the essential and competitive customer requirements, and design products and services accordingly.

中文翻译：

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使用 Kano (1984) 模型框架分析电子银行的客户满意度指数

本研究试图建立 5 年期间电子银行服务质量的市场动态和服务成分之间的关​​系。该研究使用了 Kano 等人。（1984 年）根据对银行客户进行的一项调查，确定 15 个变量，确定客户对电子银行服务质量改进的满意度。Kano模型的CS属性通过计算CS和不满意指数与时间范围内的平均满意度系数来量化。该研究得出的结论是，随着时间的推移，客户需求已经从一个类别发生重大转变。为了最大限度地提高客户满意度，这项研究将帮助银行业确定基本的和有竞争力的客户需求，并相应地设计产品和服务。