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Exploring key dimensions of e-service quality: a case of Indian banking industry

Author

Listed:
  • Vivek Agrawal
  • Vikas Tripathi
  • Anand Mohan Agrawal

Abstract

Customers become more aware of a company's performance when the service provider adopts technology. In such situations, customers demand more reliable services and greater security in financial transactions. Thus, banks need to improve the quality of e-services provided by them. The present paper seeks to identify e-service quality dimensions relevant to the banking industry. It attempts to critically analyse the relationship amongst them so that policy makers can focus on relevant parameters to improve the e-service quality in banking. Interpretive structural modelling (ISM) approach has been applied in this study for modelling the e-service quality dimension. The major findings of this study are to prioritise the strategic dimension in reducing the risks associated with e-service quality. The hierarchical presentation of dimensions and their classification into driver and dependent categories is a unique attempt that has been made in context of e-service quality in the Indian banking industry.

Suggested Citation

  • Vivek Agrawal & Vikas Tripathi & Anand Mohan Agrawal, 2018. "Exploring key dimensions of e-service quality: a case of Indian banking industry," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 29(2), pages 252-272.
    • Handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:252-272
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    Citations

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    Cited by:

    1. Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2021. "Ranking Mobile Wallet Service Providers Using Fuzzy Multi-Criteria Decision-Making Approach," International Journal of E-Business Research (IJEBR), IGI Global, vol. 17(4), pages 1-21, October.
    2. Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2024. "Mobile Wallets: Theoretical and Empirical Analysis," Global Business Review, International Management Institute, vol. 25(2_suppl), pages 211-228, April.
    3. Vivek Agrawal & Nitin Seth & Jitendra Kumar Dixit, 2022. "A combined AHP–TOPSIS–DEMATEL approach for evaluating success factors of e-service quality: an experience from Indian banking industry," Electronic Commerce Research, Springer, vol. 22(3), pages 715-747, September.

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