Title | ||
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Exploring e-service quality and its relation with customer satisfaction in the banking sector: an Indian experience |
Abstract | ||
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AbstractThe purpose of this study is to explore the dimensions of e-service quality (e-SQ) in the context of the Indian banking sector and establish its relationship with customer satisfaction. Using a structured questionnaire, data was collected from 323 bank's customers. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to evolve a validated factor structure for measuring e-SQ in the Indian banking sector. Multiple regression analysis was used to assess the relations between e-SQ and customer satisfaction. The study identified a nine factor structure to measure e-SQ. The study also identified a positive relationship between e-SQ and customer satisfaction. The findings of this study can be used as a basis to provide the guidelines for improvement and training in e-SQ and would prove to be very useful to professionals. The findings have scalability from a single branch of the bank to the bank as a whole. This study is the first attempt to assess e-SQ dimensions in the Indian banking context using primary data. |
Year | DOI | Venue |
---|---|---|
2019 | 10.1504/ijbis.2019.103792 | Periodicals |
DocType | Volume | Issue |
Journal | 32 | 4 |
ISSN | Citations | PageRank |
1746-0972 | 0 | 0.34 |
References | Authors | |
0 | 4 |
Name | Order | Citations | PageRank |
---|---|---|---|
Vikas Tripathi | 1 | 0 | 0.34 |
Nitin Seth | 2 | 1 | 0.69 |
Dinesh Seth | 3 | 6 | 0.78 |
Vivek Agrawal | 4 | 0 | 0.34 |