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

Beheshti Zavareh, Farnaz; Shoki Md Ariff, Mohd; Jusoh, Ahmad; Zakuan, Norhayati; Zaidi Bahari, Ahamad; Ashourian, Mohsen

doi:10.1016/j.sbspro.2012.03.213

Public

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

Published in Procedia - Social and Behavioral Sciences • Jan 1, 2012

Authors:

Farnaz Beheshti Zavareh

Mohd Shoki Md Ariff

Ahmad Jusoh

Abstract

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-S...

Subject

The Internet

Business

SERVQUAL

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