IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v29y2018i2p252-272.html
   My bibliography  Save this article

Exploring key dimensions of e-service quality: a case of Indian banking industry

Author

Listed:
  • Vivek Agrawal
  • Vikas Tripathi
  • Anand Mohan Agrawal

Abstract

Customers become more aware of a company's performance when the service provider adopts technology. In such situations, customers demand more reliable services and greater security in financial transactions. Thus, banks need to improve the quality of e-services provided by them. The present paper seeks to identify e-service quality dimensions relevant to the banking industry. It attempts to critically analyse the relationship amongst them so that policy makers can focus on relevant parameters to improve the e-service quality in banking. Interpretive structural modelling (ISM) approach has been applied in this study for modelling the e-service quality dimension. The major findings of this study are to prioritise the strategic dimension in reducing the risks associated with e-service quality. The hierarchical presentation of dimensions and their classification into driver and dependent categories is a unique attempt that has been made in context of e-service quality in the Indian banking industry.

Suggested Citation

  • Vivek Agrawal & Vikas Tripathi & Anand Mohan Agrawal, 2018. "Exploring key dimensions of e-service quality: a case of Indian banking industry," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 29(2), pages 252-272.
    • Handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:252-272
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=89256
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2021. "Ranking Mobile Wallet Service Providers Using Fuzzy Multi-Criteria Decision-Making Approach," International Journal of E-Business Research (IJEBR), IGI Global, vol. 17(4), pages 1-21, October.
    2. 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.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:252-272. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.