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Structural equation modeling of eBankQual scale: a study of E-Banking in India

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  • Kumbhar, Vijay

Abstract

This 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.

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Bibliographic Info

Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 32714.

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Date of creation: 04 May 2011
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Publication status: Published in INTERNATIONAL JOURNAL OF BUS INES S ECONOMICS AND MANAGEMENT RESEARCH 5.2(2011): pp. 18-32
Handle: RePEc:pra:mprapa:32714

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Keywords: Structural Equation Modeling; Service quality; Brand perception; Perceived value; Satisfaction;

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  1. 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.
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Cited by:
  1. 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.

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