Title: Exploring key dimensions of e-service quality: a case of Indian banking industry

Authors: Vivek Agrawal; Vikas Tripathi; Anand Mohan Agrawal

Addresses: Institute of Business Management, GLA University, Mathura (U.P.), India ' Institute of Business Management, GLA University, Mathura (U.P.), India ' Institute of Business Management, GLA University, Mathura (U.P.), India

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.

Keywords: bank; e-service quality; interpretive structural modelling; ISM; MICMAC analysis.

DOI: 10.1504/IJSOM.2018.089256

International Journal of Services and Operations Management, 2018 Vol.29 No.2, pp.252 - 272

Received: 04 Mar 2016
Accepted: 07 Jun 2016
Published online: 11 Jan 2018 *

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