A Conceptual Framework on Review of E-Service Quality in Banking Industry
E-service quality plays a significant role to achieve
success or failure in any organization, offering services online. It will
increase the competition among the organizations, to attract the
customers on the basis of the quality of service provided by the
organization. Better e-service quality will enhance the relationship
with customers and their satisfaction. So the measurement of eservice
quality is very important but it is a complex process due to
the complex nature of services. Literature predicts that there is a lack
of universal definition of e-service quality. The e-service quality
measures in banking have great importance in achieving high
customer base. This paper proposes a conceptual model for
measuring e-service quality in Indian Banking Industry. Nine
dimensions reliability, ease of use, personalization, security and trust,
website aesthetic, responsiveness, contact and fulfillment had been
identified. The results of this paper may help to develop a proper
scale to measure the e-service quality in Indian Banking Industry,
which may assist to maintain and improve the performance and
effectiveness of e-service quality to retain customers.
[1] Aladwania, A. M. and Palvia, P. C. (2002), “Developing and validating
an instrument for measuring user-perceived Web quality”, Information
and Management, 39(6), 467– 476.
[2] Al-Tarawneh, K. A. (2012), “Measuring E-Service Quality from the
Customers' Perspective: An Empirical Study on Banking Services”,
International Research Journal of Finance and Economics, 91, 123-197.
[3] Barnes, S. J. and Vidgen, R. T. (2002), “An integrative approach to the
assessment of e-commerce quality”, Journal of Electronic Commerce
Research, 3(3), 114-127.
[4] Bauer, Hans H., Hammerschmidt, M. and Falk T., (2006), “Measuring
the quality of e-banking portals”, International Journal of Bank
Marketing, 23 (2), 153 - 175
[5] Cai, S. and Jun, M. (2003), “Internet users' perceptions of online service
quality: a comparison of online buyers and information searchers”,
Managing Service Quality, 13(6), 504 – 519.
[6] Chang, H., Y. Wang and W. Yang. (2009), “The impact of e-service
quality, customer satisfaction and loyalty on e-marketing: Moderating
effect of perceived value”, Total Quality Management, 20(4), 423-443.
[7] Cox, J. and Dale, B.G. (2001), “Service quality and e-commerce: An
exploratory analysis”, Managing Service Quality, 11 (2), 121-131.
[8] Einasto, O. (2014), “Investigating e-service quality criteria for university
library: a focus group study”, New Library World, 115, (1/2), 4 - 14
[9] Fassnacht, M. and Koese, I. (2006), “Quality of electronic services:
Conceptualizing and testing a hierarchical model”, Journal of Service
Research, 9 (1), 19-31.
[10] Francis, J.E. and White, L. (2002), “Exploratory and confirmatory factor
analysis of the Perceived Internet Retailing Quality PIRQUAL model”,
in Shaw, R.N., Adam, S. and McDonald, H. (Eds), Proceedings of
ANZMAC 2002, CD-ROM.
[11] Frost, F.A. and Kumar, M. (2000), “INTSERVQUAL: an internal
adaptation of the GAP model in a large service organization”, Journal of
Services Marketing, 14, (5) 358-77.
[12] Herington, C. and Weaven, S. (2009), “E-retailing by banks: e-service
quality and its importance to customer satisfaction”, European Journal
of Marketing, 43 (9/10), 1220 – 1231. [13] Hoffman, K. D. and Bateson, J. E. G. (1997), “Essentials of Services
Marketing Fort Worth”, TX, The Dryden Press.
[14] Hongxiu Li and Suomi R. (2009), “A Proposed Scale for Measuring EService
Quality”, International Journal of E-service, Science and
Technology, 2 (1).
[15] Hsu, S.-H. (2008), “Developing an index for online customer
satisfaction: adaptation of American customer satisfaction index”,
Expert Systems with Applications, 34, 3033–3042.
[16] Janda, S., Trocchia, P.J. and Gwinner, K.P. (2002), “Consumer
perceptions of internet retail service quality”, International Journal of
Service Industry Management, 13(5), 412-31.
[17] Joseph M., McClure C., Joseph B., (1999), “Service quality in the
banking sector: the impact of technology on service delivery”,
International Journal of Bank Marketing, 17 (4), 182 – 193.
[18] Jun, M., Yang, Z., and Kim, D. (2004), “Customers’ perceptions of
online retailing service quality and their satisfaction”, International
Journal of Quality & Reliability Management, 21 (8), 817-840.
[19] Jung, T. H. and Butler R. (2000), “Perceptions of Marketing Managers
of the Effectiveness of the Internet in Tourism and Hospitability”,
Journal of Information and Tourism, 3 (3/4), 167-176.
[20] Kenova, V. and Jonasson, P, (2006), “Quality Online Banking Services,
Bachelor Thesis within Business Administration”, Submitted to
JönköpIng International Business School Jönköping University, 3-4
[21] Kimery, K.M. and McCard, M. (2002), “Third-party assurances:
mapping the road to trust in e-retailing”, Journal of Information
Technology Theory and Application, 4 (2), 63-82.
[22] Lee, G-G. and Lin H-F. (2005), “Customer Perception of E-service
Quality in Online Shopping”, International Journal of Retail and
Distribution Management, 33 (2), 161-176.
[23] Li, H. and Suomi, R. (2007), “Electronic Service Quality: A Transaction
Process Based Evaluation Model”, The European Conference on
Information Management and Evaluation, Montpellier, France.
[24] Loonam, M. and O'Loughlin, D. (2008), “Exploring e-service quality: a
study of Irish online banking”, Marketing Intelligence & Planning, 26
(7), 759 – 780.
[25] Madu, C.N. and Madu, A.A. (2002), “Dimensions of e-quality”,
International Journal of Quality & Reliability Management, 19 (3), 246-
259.
[26] Noel, Y. M. S. and Jeremy C. W. M. (2005), “Measuring service quality
in Internet banking: The case of Hong Kong”, Journal of International
Consumer Marketing, 17, 99–116.
[27] Parsuraman, A.; Zeithaml, V. A. and Berry, L. L. (1988), “SERVQUAL:
a multiple item scale for measuring customer perceptions of service
quality”, Journal of Retailing, 12-40.
[28] Parasuraman, A. Zeithaml, V.A. and Malhotra, A. (2005), “E-S-QUAL:
A Multiple Item Scale for Assessing Electronic Service Quality”,
Journal of Service Research, 7 (3), 213-233.
[29] Rowley, J. (2006), “An analysis of the e-service literature: Towards a
research agenda”, Internet Research, 16 (3), 339-359.
[30] Sahadev, S. and Purani, K. (2008), “Modeling the Consequences of Eservice
Quality”, Marketing Intelligence and Planning, 26 (6), 605-620
[31] Santos, J. (2003), “E-service Quality – A Model of Virtual Service
Dimensions”, Internet Research, 15 (1), 21-48.
[32] Seth,N., Deshmukh, S.G. and Vrat,P. (2005), “Service quality models: a
review”, Journal of Quality and Reliability Management,22, (8).
[33] Soha, C. and Tadisina, S.K. (2008), “Development of e-service quality
measure for the internet-based financial institutions”, Total Quality
Management & Business Excellence, 19 (9), 903-918.
[34] Surjadaja, H. Ghosh, S. and Antony, F. (2003), “Determinants and
assessing the determinants of e-service operation”, Managing Service
Quality, 13 (1), 39-44.
[35] Sutarso, Y. and Suharmadi, A. (2011), “Promotion of E-Technology-
Based Services: A Case Study of E-Service Quality at a University in
Indonesia”, International Journal of Business and Information, 6.
[36] Swaid, S.I. and Wigand, R.T. (2009), “Measuring the quality of eservice:
scale development and initial validation”, Journal of Electronic
Commerce Research, 10 (1), 13-28.
[37] Tan, K.C.,Xie, M. and Li, Y.N. (2003), “A service quality framework
for web-based information systems”, The TQM Magazine, 15(3), 164-
72.
[38] Tih, S. and Ennis, S. (2004), “Internet retailing: determinants of
consumers’ intentional repurchases of internet services”, Proceedings of
the 33rd EMAC Conference, Universidad De Murcia, Murcia, 18-21
May.
[39] Van Riel, A.C.R.;Semeijn, J. and Janssen, W. (2003), “E-Service
Quality Expectations: A Case Study”, Journal of Total Quality
Management and Business Excellence, 14 (4), 437 – 451
[40] Loiacono, E.T., Watson, R.T. and Goodhue, D.L. (2002), “WebQual: a
measure of quality, in Evans”, K.R. and Scheer, L.K. (Eds), Proceedings
of the 2002 American Marketing Association Winter Educators
Conference: Marketing Theory and Applications, American Marketing
Association, Chicago, IL, 13, 432-8.
[41] Wolfinbarger, M. F & M.C. Gilly (2002), “ETailQ: Dimensionalization,
Measuring and Predicting Etail quality”, Journal of Retailing, 79 (3),
183-198.
[42] Wu Yu Lung, Chang, M.C.S., Pei-Chi Yang and Ying Jun Chen (2008),
“The Use of E-SQ to Establish the Internet Bank Service Quality table”,
IEEE International Conference on Industrial Engineering and
Engineering Management, December, 1446-1450
[43] Yang, Z. and Jun, M. (2002), “Consumer perception of e-service quality:
From Internet purchaser and non purchaser perspectives”, Journal of
Business Strategies, 19 (1), 19-41.
[44] Yang, Z. (2001), “Customer perceptions of service quality in internetbased
electronic commerce”, Proceedings of the 30th EMAC
Conference, Bergen, 8-11.
[45] Yang, Z. and Jun, M. (2002), “Consumer perception of e-service quality:
From Internet purchaser and non purchaser perspectives”, Journal of
Business Strategies, 19 (1), 19-41.
[46] Yang, Z. Peterson, R.T. and Cai, S. (2003), “Services quality dimensions
of Internet retailing: An exploratory analysis”, Journal of Services
Marketing, 17 ( 7), 685-701.
[47] Yang, C.C. (2003), “Establishment and applications of the integrated
model of service quality measurement”, Managing Service Quality,
13(4), 310-24.
[48] Yoo, B. and Donthu, N. (2001), “Developing a scale to measure
perceived quality of an Internet shopping site (SITEQUAL)”, Quarterly
Journal of Electronic Commerce, 2 (1), 31-46.
[49] Zeithaml, V.A. Parasuraman, A. and Malhotra, A. (2000), “A conceptual
framework for understanding e-service quality: Implications for future
research and managerial practice”, MSI Working Paper Series No. 00-
115, Cambridge, MA, 1-49
[50] Zeithaml, V. A., Parasurman, A. and Malhotra, A. (2002), “Service
quality delivery through web site: A critical review of extant
knowledge”, Journal of the Academy of Marketing Science, 30 (4), 362-
375.
[51] Zhang, M.; Huang, L.; He, Z. and Wang, Alan G. (2014), “E-service
quality perceptions: an empirical analysis of the Chinese e-retailing
industry”, Total Quality Management & Business Excellence
[52] Zeithaml, V. A., Parasurman, A. and Malhotra, A. (2002), “Service
quality delivery through web site: A critical review of extant
knowledge”, Journal of the Academy of Marketing Science, 30 (4), 362-
375
[1] Aladwania, A. M. and Palvia, P. C. (2002), “Developing and validating
an instrument for measuring user-perceived Web quality”, Information
and Management, 39(6), 467– 476.
[2] Al-Tarawneh, K. A. (2012), “Measuring E-Service Quality from the
Customers' Perspective: An Empirical Study on Banking Services”,
International Research Journal of Finance and Economics, 91, 123-197.
[3] Barnes, S. J. and Vidgen, R. T. (2002), “An integrative approach to the
assessment of e-commerce quality”, Journal of Electronic Commerce
Research, 3(3), 114-127.
[4] Bauer, Hans H., Hammerschmidt, M. and Falk T., (2006), “Measuring
the quality of e-banking portals”, International Journal of Bank
Marketing, 23 (2), 153 - 175
[5] Cai, S. and Jun, M. (2003), “Internet users' perceptions of online service
quality: a comparison of online buyers and information searchers”,
Managing Service Quality, 13(6), 504 – 519.
[6] Chang, H., Y. Wang and W. Yang. (2009), “The impact of e-service
quality, customer satisfaction and loyalty on e-marketing: Moderating
effect of perceived value”, Total Quality Management, 20(4), 423-443.
[7] Cox, J. and Dale, B.G. (2001), “Service quality and e-commerce: An
exploratory analysis”, Managing Service Quality, 11 (2), 121-131.
[8] Einasto, O. (2014), “Investigating e-service quality criteria for university
library: a focus group study”, New Library World, 115, (1/2), 4 - 14
[9] Fassnacht, M. and Koese, I. (2006), “Quality of electronic services:
Conceptualizing and testing a hierarchical model”, Journal of Service
Research, 9 (1), 19-31.
[10] Francis, J.E. and White, L. (2002), “Exploratory and confirmatory factor
analysis of the Perceived Internet Retailing Quality PIRQUAL model”,
in Shaw, R.N., Adam, S. and McDonald, H. (Eds), Proceedings of
ANZMAC 2002, CD-ROM.
[11] Frost, F.A. and Kumar, M. (2000), “INTSERVQUAL: an internal
adaptation of the GAP model in a large service organization”, Journal of
Services Marketing, 14, (5) 358-77.
[12] Herington, C. and Weaven, S. (2009), “E-retailing by banks: e-service
quality and its importance to customer satisfaction”, European Journal
of Marketing, 43 (9/10), 1220 – 1231. [13] Hoffman, K. D. and Bateson, J. E. G. (1997), “Essentials of Services
Marketing Fort Worth”, TX, The Dryden Press.
[14] Hongxiu Li and Suomi R. (2009), “A Proposed Scale for Measuring EService
Quality”, International Journal of E-service, Science and
Technology, 2 (1).
[15] Hsu, S.-H. (2008), “Developing an index for online customer
satisfaction: adaptation of American customer satisfaction index”,
Expert Systems with Applications, 34, 3033–3042.
[16] Janda, S., Trocchia, P.J. and Gwinner, K.P. (2002), “Consumer
perceptions of internet retail service quality”, International Journal of
Service Industry Management, 13(5), 412-31.
[17] Joseph M., McClure C., Joseph B., (1999), “Service quality in the
banking sector: the impact of technology on service delivery”,
International Journal of Bank Marketing, 17 (4), 182 – 193.
[18] Jun, M., Yang, Z., and Kim, D. (2004), “Customers’ perceptions of
online retailing service quality and their satisfaction”, International
Journal of Quality & Reliability Management, 21 (8), 817-840.
[19] Jung, T. H. and Butler R. (2000), “Perceptions of Marketing Managers
of the Effectiveness of the Internet in Tourism and Hospitability”,
Journal of Information and Tourism, 3 (3/4), 167-176.
[20] Kenova, V. and Jonasson, P, (2006), “Quality Online Banking Services,
Bachelor Thesis within Business Administration”, Submitted to
JönköpIng International Business School Jönköping University, 3-4
[21] Kimery, K.M. and McCard, M. (2002), “Third-party assurances:
mapping the road to trust in e-retailing”, Journal of Information
Technology Theory and Application, 4 (2), 63-82.
[22] Lee, G-G. and Lin H-F. (2005), “Customer Perception of E-service
Quality in Online Shopping”, International Journal of Retail and
Distribution Management, 33 (2), 161-176.
[23] Li, H. and Suomi, R. (2007), “Electronic Service Quality: A Transaction
Process Based Evaluation Model”, The European Conference on
Information Management and Evaluation, Montpellier, France.
[24] Loonam, M. and O'Loughlin, D. (2008), “Exploring e-service quality: a
study of Irish online banking”, Marketing Intelligence & Planning, 26
(7), 759 – 780.
[25] Madu, C.N. and Madu, A.A. (2002), “Dimensions of e-quality”,
International Journal of Quality & Reliability Management, 19 (3), 246-
259.
[26] Noel, Y. M. S. and Jeremy C. W. M. (2005), “Measuring service quality
in Internet banking: The case of Hong Kong”, Journal of International
Consumer Marketing, 17, 99–116.
[27] Parsuraman, A.; Zeithaml, V. A. and Berry, L. L. (1988), “SERVQUAL:
a multiple item scale for measuring customer perceptions of service
quality”, Journal of Retailing, 12-40.
[28] Parasuraman, A. Zeithaml, V.A. and Malhotra, A. (2005), “E-S-QUAL:
A Multiple Item Scale for Assessing Electronic Service Quality”,
Journal of Service Research, 7 (3), 213-233.
[29] Rowley, J. (2006), “An analysis of the e-service literature: Towards a
research agenda”, Internet Research, 16 (3), 339-359.
[30] Sahadev, S. and Purani, K. (2008), “Modeling the Consequences of Eservice
Quality”, Marketing Intelligence and Planning, 26 (6), 605-620
[31] Santos, J. (2003), “E-service Quality – A Model of Virtual Service
Dimensions”, Internet Research, 15 (1), 21-48.
[32] Seth,N., Deshmukh, S.G. and Vrat,P. (2005), “Service quality models: a
review”, Journal of Quality and Reliability Management,22, (8).
[33] Soha, C. and Tadisina, S.K. (2008), “Development of e-service quality
measure for the internet-based financial institutions”, Total Quality
Management & Business Excellence, 19 (9), 903-918.
[34] Surjadaja, H. Ghosh, S. and Antony, F. (2003), “Determinants and
assessing the determinants of e-service operation”, Managing Service
Quality, 13 (1), 39-44.
[35] Sutarso, Y. and Suharmadi, A. (2011), “Promotion of E-Technology-
Based Services: A Case Study of E-Service Quality at a University in
Indonesia”, International Journal of Business and Information, 6.
[36] Swaid, S.I. and Wigand, R.T. (2009), “Measuring the quality of eservice:
scale development and initial validation”, Journal of Electronic
Commerce Research, 10 (1), 13-28.
[37] Tan, K.C.,Xie, M. and Li, Y.N. (2003), “A service quality framework
for web-based information systems”, The TQM Magazine, 15(3), 164-
72.
[38] Tih, S. and Ennis, S. (2004), “Internet retailing: determinants of
consumers’ intentional repurchases of internet services”, Proceedings of
the 33rd EMAC Conference, Universidad De Murcia, Murcia, 18-21
May.
[39] Van Riel, A.C.R.;Semeijn, J. and Janssen, W. (2003), “E-Service
Quality Expectations: A Case Study”, Journal of Total Quality
Management and Business Excellence, 14 (4), 437 – 451
[40] Loiacono, E.T., Watson, R.T. and Goodhue, D.L. (2002), “WebQual: a
measure of quality, in Evans”, K.R. and Scheer, L.K. (Eds), Proceedings
of the 2002 American Marketing Association Winter Educators
Conference: Marketing Theory and Applications, American Marketing
Association, Chicago, IL, 13, 432-8.
[41] Wolfinbarger, M. F & M.C. Gilly (2002), “ETailQ: Dimensionalization,
Measuring and Predicting Etail quality”, Journal of Retailing, 79 (3),
183-198.
[42] Wu Yu Lung, Chang, M.C.S., Pei-Chi Yang and Ying Jun Chen (2008),
“The Use of E-SQ to Establish the Internet Bank Service Quality table”,
IEEE International Conference on Industrial Engineering and
Engineering Management, December, 1446-1450
[43] Yang, Z. and Jun, M. (2002), “Consumer perception of e-service quality:
From Internet purchaser and non purchaser perspectives”, Journal of
Business Strategies, 19 (1), 19-41.
[44] Yang, Z. (2001), “Customer perceptions of service quality in internetbased
electronic commerce”, Proceedings of the 30th EMAC
Conference, Bergen, 8-11.
[45] Yang, Z. and Jun, M. (2002), “Consumer perception of e-service quality:
From Internet purchaser and non purchaser perspectives”, Journal of
Business Strategies, 19 (1), 19-41.
[46] Yang, Z. Peterson, R.T. and Cai, S. (2003), “Services quality dimensions
of Internet retailing: An exploratory analysis”, Journal of Services
Marketing, 17 ( 7), 685-701.
[47] Yang, C.C. (2003), “Establishment and applications of the integrated
model of service quality measurement”, Managing Service Quality,
13(4), 310-24.
[48] Yoo, B. and Donthu, N. (2001), “Developing a scale to measure
perceived quality of an Internet shopping site (SITEQUAL)”, Quarterly
Journal of Electronic Commerce, 2 (1), 31-46.
[49] Zeithaml, V.A. Parasuraman, A. and Malhotra, A. (2000), “A conceptual
framework for understanding e-service quality: Implications for future
research and managerial practice”, MSI Working Paper Series No. 00-
115, Cambridge, MA, 1-49
[50] Zeithaml, V. A., Parasurman, A. and Malhotra, A. (2002), “Service
quality delivery through web site: A critical review of extant
knowledge”, Journal of the Academy of Marketing Science, 30 (4), 362-
375.
[51] Zhang, M.; Huang, L.; He, Z. and Wang, Alan G. (2014), “E-service
quality perceptions: an empirical analysis of the Chinese e-retailing
industry”, Total Quality Management & Business Excellence
[52] Zeithaml, V. A., Parasurman, A. and Malhotra, A. (2002), “Service
quality delivery through web site: A critical review of extant
knowledge”, Journal of the Academy of Marketing Science, 30 (4), 362-
375
@article{"International Journal of Business, Human and Social Sciences:68626", author = "Vivek Agrawal and Vikas Tripathi and Nitin Seth", title = "A Conceptual Framework on Review of E-Service Quality in Banking Industry", abstract = "E-service quality plays a significant role to achieve
success or failure in any organization, offering services online. It will
increase the competition among the organizations, to attract the
customers on the basis of the quality of service provided by the
organization. Better e-service quality will enhance the relationship
with customers and their satisfaction. So the measurement of eservice
quality is very important but it is a complex process due to
the complex nature of services. Literature predicts that there is a lack
of universal definition of e-service quality. The e-service quality
measures in banking have great importance in achieving high
customer base. This paper proposes a conceptual model for
measuring e-service quality in Indian Banking Industry. Nine
dimensions reliability, ease of use, personalization, security and trust,
website aesthetic, responsiveness, contact and fulfillment had been
identified. The results of this paper may help to develop a proper
scale to measure the e-service quality in Indian Banking Industry,
which may assist to maintain and improve the performance and
effectiveness of e-service quality to retain customers.
", keywords = "Banking, Service Quality, e-service quality,
Dimensions.", volume = "8", number = "12", pages = "3935-5", }
