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AN EMPIRICAL STUDY OF EVALUATION OF SERVICE QUALITY OF INTERNET BANKING IN THE INDIAN CONTEX
To stay competitive in the emerging competitive market driven by deregulation, privatization and globalization, it is no more a question before the banking organization whether to deploy evolving internet banking services, but how to deploy it. Gaining competitive advantage in online banking environ...
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| Format: | Journal Article |
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Abhigyan
2011
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| LEADER | 01865nam a22001337a 4500 | ||
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| 999 | |c 119820 |d 119820 | ||
| 100 | |a Ravinder Vinayek and Preeti Jindal |9 46751 | ||
| 245 | |a AN EMPIRICAL STUDY OF EVALUATION OF SERVICE QUALITY OF INTERNET BANKING IN THE INDIAN CONTEX | ||
| 260 | |b Abhigyan |c 2011 | ||
| 300 | |b Vol 29 No. 3 (October - December 2011) | ||
| 520 | |a To stay competitive in the emerging competitive market driven by deregulation, privatization and globalization, it is no more a question before the banking organization whether to deploy evolving internet banking services, but how to deploy it. Gaining competitive advantage in online banking environment requires the banking organization to create distinct value for their customers by delivering them high quality internet banking services. In doing so, banks should have better understanding of how customer perceive and evaluate the quality of the services offered over internet so that they could be able to monitor and enhance their service performance. Although academic efforts have been devoted to identify criteria that customers use to evaluate quality of internet banking services, but a review of these studies reveals that important research gaps still exist, both conceptually and methodologically, particularly in the Indian context. Against this backdrop, the present study is undertaken to advance an understanding about the attributes used by customers to evaluate the service quality of internet banking. To extract the dimensions of internet banking service quality, the present study performs factor analysis on the scale items adapted from E-S-QUAL (Parasuraman et al. 2005). Finally, it discusses managerial implications. | ||
| 650 | |a CUSTOMERS PERSPECTIVE; |a SERVICE PERFORMANCE; |a E-S-QUAL |9 46752 | ||
| 942 | |c JA | ||
| 952 | |0 0 |1 0 |4 0 |7 0 |9 116576 |a MGUL |b MGUL |c JA |d 2016-11-28 |l 0 |r 2016-11-28 |w 2016-11-28 |y JA | ||