International Research Journal of Commerce , Arts and Science

 ( Online- ISSN 2319 - 9202 )     New DOI : 10.32804/CASIRJ

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APPLICABILITY OF E-S-QUAL IN INDIAN RETAIL BANKING CONTEXT: A CUSTOMERS’ PERSPECTIVE

    1 Author(s):  POOJA JAIN

Vol -  14, Issue- 7 ,         Page(s) : 167 - 185  (2023 ) DOI : https://doi.org/10.32804/CASIRJ

Abstract

The purpose of this paper is to examine a multiple item scale (E-S-Qual) for measuring electronic service quality (e-service quality) of banking in India. This study makes an attempt to ascertain consumer perceptions of e-service quality as well as its dimensions in Indian retail banking context.

Akinci, S., Atilgan-Inan, E., & Aksoy, S. (2010). Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting. Journal of Business Research, 63(3), 232–240. https://doi.org/10.1016/j.jbusres.2009.02.018
Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information and Management, 39(6), 467–476. https://doi.org/10.1016/S0378-7206(01)00113-6

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