 Exploring e-service quality and its relation with customer satisfaction in the banking sector: an Indian experienceVivek Agrawal, Nitin Seth, Dinesh Seth and Vikas Tripathi International Journal of Business Information Systems, 2019, vol. 32, issue 4, 489-506 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. Keywords: e-service quality; e-SQ; customer satisfaction; exploratory factor analysis; confirmatory factor analysis; multiple regression; banks. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbisy:v:32:y:2019:i:4:p:489-506 Access Statistics for this article More articles in International Journal of Business Information Systems from Inderscience Enterprises Ltd |
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