Structural equation modeling of eBankQual scale: a study of E-Banking in India
AbstractThis study assesses the relationship between perceived quality, brand perception and perceived value with satisfaction. For the data analysis structural equation modeling (SEM) method and path analysis method were used. A result indicates that, eBankQual model is fit to assess relationship between service quality, brand perception and perceived value with overall customers’ satisfaction in e-banking service. Result of regression SEM indicates that, all 14 variables found significant and good predictors of overall satisfaction in e-banking services. However, result of SEM analysis indicates that, data supports to eBankQual model and dimensions Compensation, Convenience, Contact Facilities, Easy to Use, Responsiveness, Cost Effectiveness and System Availability including brand perception and perceived value were found more significant factors in the eBankQual model.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoPaper provided by University Library of Munich, Germany in its series MPRA Paper with number 32714.
Date of creation: 04 May 2011
Date of revision:
Publication status: Published in INTERNATIONAL JOURNAL OF BUS INES S ECONOMICS AND MANAGEMENT RESEARCH 5.2(2011): pp. 18-32
Structural Equation Modeling; Service quality; Brand perception; Perceived value; Satisfaction;
Find related papers by JEL classification:
- G2 - Financial Economics - - Financial Institutions and Services
This paper has been announced in the following NEP Reports:
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, University of Chicago Press, vol. 17(4), pages 375-84, March.
- Vijay M. KUMBHAR, 2012. "Reliability Of “Ebankqual” Scale: Retesting In Internet Banking Service Settings," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 2(2), pages 13-24, June.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Ekkehart Schlicht).
If references are entirely missing, you can add them using this form.