Measuring the e-service quality of Pakistani banks. (31st August 2012)

• Record Type: Journal Article
• Authors: Tahira, Riffat; Butt, Muhammad Mohsin; de Run, Ernest Cyril; Ramay, Ismail A.
• Is Part Of: International journal of economics and business research. Volume 4:Number 5(2012)
• Page Start: 577
• Page End: 589
• Publication Date: 2012-08-31
• Subjects: e-service quality -- banks -- Pakistan -- online banking -- customer perceptions -- CFA -- confirmatory factor analysis -- web quality -- responsiveness -- SERVQUAL; Economics -- Periodicals; Business -- Periodicals; 330.05
• Languages: English
• ISSNs: 1756-9850

Abstract

E-banking is a recent phenomenon in Pakistan and is a relatively less investigated topic of academic research. This paper sets out to investigate the dimension of e-service quality in Pakistani banks. A quantitative approach was used to identify and capture the e-service dimensions in the Pakistani banking sector. Data were analysed with the help of exploratory and confirmatory factor analysis. The results enable us to identify five dimensions of e-service quality in the Pakistani banking industry. Responsiveness, web interface, web quality, reliability and connectivity appear to be the most important dimensions of e-service quality for Pakistani banks.