Title: Measuring the e-service quality of Pakistani banks

Authors: Riffat Tahira; Muhammad Mohsin Butt; Ernest Cyril De Run; Ismail A. Ramay

Addresses: HITEC University, Taxial Cantt, Pakistan ' Faculty of Management Sciences, International Islamic University, Islamabad, Pakistan ' Faculty of Economics and Business, University Malaysia Sarawak, Sarawak, Malaysia ' Faculty of Management Sciences, International Islamic University, Islamabad, Pakistan

Abstract: E-banking is a recent phenomenon in Pakistan and is a relatively less investigated topic of academic research. This paper sets out to investigate the dimension of e-service quality in Pakistani banks. A quantitative approach was used to identify and capture the e-service dimensions in the Pakistani banking sector. Data were analysed with the help of exploratory and confirmatory factor analysis. The results enable us to identify five dimensions of e-service quality in the Pakistani banking industry. Responsiveness, web interface, web quality, reliability and connectivity appear to be the most important dimensions of e-service quality for Pakistani banks.

Keywords: e-service; electronic service; service quality; e-banking; electronic banking; internet; world wide web; virtual banking; banks; Pakistan; online banking; customer perceptions; CFA; confirmatory factor analysis; web quality; SERVQUAL; reliability responsiveness competence access courtesy communication credibility security customers tangibility; quality measurement; exploratory factor analysis; web interfaces; connectivity; economics; business research.

DOI: 10.1504/IJEBR.2012.048780

International Journal of Economics and Business Research, 2012 Vol.4 No.5, pp.577 - 589

Published online: 25 Nov 2014 *

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