Title: Exploring e-service quality and its relation with customer satisfaction in the banking sector: an Indian experience

Authors: Vivek Agrawal; Nitin Seth; Dinesh Seth; Vikas Tripathi

Addresses: Institute of Business Management, GLA University, Mathura, India ' IIFT Bhawan, Indian Institute of Foreign Trade, B-21, Qutab Institutional Area, New Delhi, India ' Department of Mechanical and Industrial Engineering and Engineering Management Program, Qatar University, Doha, Qatar ' Institute of Business Management, GLA University, Mathura, India

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.

DOI: 10.1504/IJBIS.2019.103792

International Journal of Business Information Systems, 2019 Vol.32 No.4, pp.489 - 506

Accepted: 28 Jan 2018
Published online: 27 Nov 2019 *

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