Open Science Research Excellence
%0 Journal Article
%A Vivek Agrawal and Vikas Tripathi and  Nitin Seth
%D 2014 
%J  International Journal of Economics and Management Engineering
%B World Academy of Science, Engineering and Technology
%I International Science Index 96, 2014
%T Scale Development for Measuring E-Service Quality in Banking
%U http://waset.org/publications/10000481
%V 96
%X This study examines several critical dimensions of eservice
quality overlooked in the existing literature and proposes a
model and instrument framework for measuring customer perceived
e-service quality in the banking sector. The initial design was derived
from a pool of instrument dimensions and their items from the
existing literature review by content analysis. Based on focused
group discussion, nine dimensions were extracted. An exploratory
factor analysis approach was applied to data from a survey of 323
respondents. The instrument has been designed specifically for the
banking sector. Research data was collected from bank customers
who use electronic banking in a developing economy. A nine-factor
instrument has been proposed to measure the e-service quality. The
instrument has been checked for reliability. The validity and sample
place limited the applicability of the instrument across economies and
service categories. Future research must be conducted to check the
validity. This instrument can help bankers in developing economies
like India to measure the e-service quality and make improvements.
The present study offers a systematic procedure that provides insights
on to the conceptual and empirical comprehension of customer
perceived e-service quality and its constituents.

%P 3989 - 3993