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Exploring e-service quality and its relation with customer satisfaction in the banking sector: an Indian experience

Author

Listed:
  • Vivek Agrawal
  • Nitin Seth
  • Dinesh Seth
  • Vikas Tripathi

Abstract

The purpose of this study is to explore the dimensions of e-service quality (e-SQ) in the context of the Indian banking sector and establish its relationship with customer satisfaction. Using a structured questionnaire, data was collected from 323 bank's customers. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to evolve a validated factor structure for measuring e-SQ in the Indian banking sector. Multiple regression analysis was used to assess the relations between e-SQ and customer satisfaction. The study identified a nine factor structure to measure e-SQ. The study also identified a positive relationship between e-SQ and customer satisfaction. The findings of this study can be used as a basis to provide the guidelines for improvement and training in e-SQ and would prove to be very useful to professionals. The findings have scalability from a single branch of the bank to the bank as a whole. This study is the first attempt to assess e-SQ dimensions in the Indian banking context using primary data.

Suggested Citation

  • Vivek Agrawal & Nitin Seth & Dinesh Seth & Vikas Tripathi, 2019. "Exploring e-service quality and its relation with customer satisfaction in the banking sector: an Indian experience," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 32(4), pages 489-506.
    • Handle: RePEc:ids:ijbisy:v:32:y:2019:i:4:p:489-506
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    Cited by:

    1. Vivek Agrawal & Nitin Seth & Jitendra Kumar Dixit, 2022. "A combined AHP–TOPSIS–DEMATEL approach for evaluating success factors of e-service quality: an experience from Indian banking industry," Electronic Commerce Research, Springer, vol. 22(3), pages 715-747, September.

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