Title: E-service quality subdimensions and their effects upon users' behavioural and praising intentions in internet banking services

Authors: Cemil Kuzey; Muhammet Sait Dinc; Ali Haydar Gungormus

Addresses: Computer Science and Information Systems, Arthur J. Bauernfeind College of Business, Murray State University, Murray, KY, USA ' Madden School of Business, Le Moyne College, 1419 Salt Springs Road, Syracuse, NY, USA ' St. Josef. Str. 29, 56068, Koblenz, Germany

Abstract: The purpose of this study is to explore the effect of electronic service quality subdimensions upon the behavioural and praising intentions of users engaged in internet banking. Using the survey method, 203 responses were collected from users of online banking in Turkey. A partial least square structural equation model was constructed to test both the reliability and validity of the measurement, as well as the structural model. The results indicated that emotional benefits, ease of use, and control subdimensions, which are influenced through graphical quality and layout clarity, have a significant and positive impact upon the behavioural and praising intentions of users of online banking. The study did not find support for the direct effect of layout clarity upon behavioural and praising intentions.

Keywords: e-service quality; internet banking; partial least square structural equation model; Turkey.

DOI: 10.1504/IJBIR.2024.142305

International Journal of Business Innovation and Research, 2024 Vol.35 No.3, pp.412 - 428

Received: 03 Jun 2021
Accepted: 24 Nov 2021
Published online: 21 Oct 2024 *

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