E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services

• Published in: Procedia, social and behavioral sciences social and behavioral sciences, 2012, Vol.40, p.441-445
• Main Authors: Zavareh, Farnaz Beheshti, Ariff, Mohd Shoki Md, Jusoh, Ahmad, Zakuan, Norhayati, Bahari, Ahamad Zaidi, Ashourian, Mohsen
• Format: Article
• Language: English
• Subjects: Banking; e-Customer Satisfaction; e-service quality; E-SERVQUAL; Internet banking
• ISSN: 1877-0428; 1877-0428
• DOI: 10.1016/j.sbspro.2012.03.213

This study assessed the use of E-SERVQUAL scale to construct e-Service Quality (e-SQ) for internet banking services. In addition, it attempted to examine the effect of e-SQ on e-Customer Satisfaction (e-CS). Construct of e-SQ for internet banking services was developed to determine dimensions of e-SQ based on the E-SERVQUAL instrument, dimensions used to measure e-SQ in internet banking in USA, Hong Kong, Taiwan, Sweden and UK, and the expert opinions. The primary data of e-SQ and e-CS were gathered from 392 internet banking users, representing 76% response rates, of four main public banks in Iran. The finding indicated that efficient and reliable services, fulfilment, security/trust, site aesthetics, responsiveness/contact, and ease of use constitute e-SQ for internet banking services in Iran; indicating that dimensions and items of E-SERQUAL need to be reorganized and reinterpreted when it is used to measure e-SQ for internet banking. A significant positive relationship exists between e-SQ and e-CSI in the internet banking. The regression analysis performed showed that security/trust, site aesthetics, and ease of use of the internet banking services have positive effects on e-CS.