文章基本信息

标题：E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services
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作者：Farnaz Beheshti Zavareh ; Farnaz Beheshti Zavareh ; Mohd Shoki Md Ariff 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：40
页码：441-445
DOI：10.1016/j.sbspro.2012.03.213
语种：English
出版社：Elsevier
摘要：AbstractThis 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.
关键词：Internet banking;e-service quality;E-SERVQUAL;e-Customer Satisfaction;Banking