 Measuring the e-service quality of Pakistani banksRiffat Tahira, Muhammad Mohsin Butt, Ernest Cyril De Run and Ismail A. Ramay International Journal of Economics and Business Research, 2012, vol. 4, issue 5, 577-589 Abstract: E-banking is a recent phenomenon in Pakistan and is a relatively less investigated topic of academic research. This paper sets out to investigate the dimension of e-service quality in Pakistani banks. A quantitative approach was used to identify and capture the e-service dimensions in the Pakistani banking sector. Data were analysed with the help of exploratory and confirmatory factor analysis. The results enable us to identify five dimensions of e-service quality in the Pakistani banking industry. Responsiveness, web interface, web quality, reliability and connectivity appear to be the most important dimensions of e-service quality for Pakistani banks. Keywords: e-service; electronic service; service quality; e-banking; electronic banking; internet; world wide web; virtual banking; banks; Pakistan; online banking; customer perceptions; CFA; confirmatory factor analysis; web quality; SERVQUAL; reliability responsiveness competence access courtesy communication credibility security customers tangibility; quality measurement; exploratory factor analysis; web interfaces; connectivity; economics; business research. (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:ijecbr:v:4:y:2012:i:5:p:577-589 Access Statistics for this article More articles in International Journal of Economics and Business Research from Inderscience Enterprises Ltd |
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