Title: Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

Authors: Navjit Singh; Ramandeep Singh Deol

Addresses: Chandigarh University, Mohali, India ' Lyallpur Khalsa College Technical Campus, IKG-Punjab Technical University, India

Abstract: A large number of researchers explored and proposed scales to assess the e-service quality of online services across the globe, but the phenomenon is still at a very infant stage in India wherein people have just started exploring the e-commerce services. The current study aimed at identifying and assessing the reliability and validity of the identified dimensions dealing with e-service quality of internet banking services. The authors after a detailed literature review identified six unique and generalisable dimensions of e-SQ as, security, information availability, customer support, ease of use, functionality and website design and consequently the validation of the identified dimensions is done through a survey conducted among the users of online banking. The results were tested through structural equation modelling using AMOS and it was discovered that the identified dimensions significantly determine the overall electronic service quality of internet banking services and finally a measurement scale to assess e-service quality of internet banking from perspective of Indian customers is proposed as the outcome of the study.

Keywords: e-SQ; scale development; SEM; validity; reliability; AMOS; internet banking.

DOI: 10.1504/IJEBANK.2022.128561

International Journal of Electronic Banking, 2022 Vol.3 No.4, pp.301 - 318

Received: 03 Apr 2021
Accepted: 13 Aug 2021
Published online: 26 Jan 2023 *

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