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Faster payment systems (FPSs) are information technology (IT) services that enable individuals and businesses to transfer funds from one financial institution to another. However, factors affecting IT service quality and consequently customer satisfaction have been found. The objective of this research is to develop and validate a logical documentary instrument to measure the quality of FPS IT service in Peru. The ServQual model was used as a reference, to which the compliance dimension was incorporated. Using the instrument design validation guide, validation and measurement of the questionnaire developed for measurement of the FPS service in the extended ServQual dimensions were performed. Opportunities for improvement were also identified in responsiveness, security, and compliance dimensions.

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Measurement of Information Technology Service Quality for the Faster Payment Systems in Peru

  • 章节

  • 发表日期：

    2025年

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  • Evert Lopez,
  • Abraham Dávila

摘要

Faster payment systems (FPSs) are information technology (IT) services that enable individuals and businesses to transfer funds from one financial institution to another. However, factors affecting IT service quality and consequently customer satisfaction have been found. The objective of this research is to develop and validate a logical documentary instrument to measure the quality of FPS IT service in Peru. The ServQual model was used as a reference, to which the compliance dimension was incorporated. Using the instrument design validation guide, validation and measurement of the questionnaire developed for measurement of the FPS service in the extended ServQual dimensions were performed. Opportunities for improvement were also identified in responsiveness, security, and compliance dimensions.