Exploring e-service quality and its relation with customer satisfaction in the banking sector: An Indian experience
Author | Agrawal, Vivek |
Author | Seth, Nitin |
Author | Seth, Dinesh |
Author | Tripathi, Vikas |
Available date | 2020-08-18T08:34:15Z |
Publication Date | 2019 |
Publication Name | International Journal of Business Information Systems |
Resource | Scopus |
ISSN | 17460972 |
Abstract | The 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. Copyright - 2019 Inderscience Enterprises Ltd. |
Language | en |
Publisher | Inderscience Enterprises Ltd. |
Subject | Banks Confirmatory factor analysis Customer satisfaction E-service quality E-SQ Exploratory factor analysis Multiple regression |
Type | Article |
Pagination | 489-506 |
Issue Number | 4 |
Volume Number | 32 |
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Mechanical & Industrial Engineering [1339 items ]