Exploring key dimensions of e-service quality: a case of Indian banking industry Online publication date: Thu, 11-Jan-2018
by Vivek Agrawal; Vikas Tripathi; Anand Mohan Agrawal
International Journal of Services and Operations Management (IJSOM), Vol. 29, No. 2, 2018
Abstract: Customers become more aware of a company's performance when the service provider adopts technology. In such situations, customers demand more reliable services and greater security in financial transactions. Thus, banks need to improve the quality of e-services provided by them. The present paper seeks to identify e-service quality dimensions relevant to the banking industry. It attempts to critically analyse the relationship amongst them so that policy makers can focus on relevant parameters to improve the e-service quality in banking. Interpretive structural modelling (ISM) approach has been applied in this study for modelling the e-service quality dimension. The major findings of this study are to prioritise the strategic dimension in reducing the risks associated with e-service quality. The hierarchical presentation of dimensions and their classification into driver and dependent categories is a unique attempt that has been made in context of e-service quality in the Indian banking industry.
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