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Measuring the e-service quality of Pakistani banks

Author

Listed:
  • Riffat Tahira
  • Muhammad Mohsin Butt
  • Ernest Cyril De Run
  • Ismail A. Ramay

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.

Suggested Citation

  • Riffat Tahira & Muhammad Mohsin Butt & Ernest Cyril De Run & Ismail A. Ramay, 2012. "Measuring the e-service quality of Pakistani banks," International Journal of Economics and Business Research, Inderscience Enterprises Ltd, vol. 4(5), pages 577-589.
    • Handle: RePEc:ids:ijecbr:v:4:y:2012:i:5:p:577-589
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