Past research on measuring service quality in Internet banking is scarce. This study adapts
the dimensions of the SERVQUAL (Zeithaml et al., 2000, 2002) and attempts to examine …

This article explores the potential dimensions of Internet service quality and examines its
impact on customer satisfaction and customer behavioral intentions in the banking context in …

During the past decade, the online service industry has witnessed tremendous growth, much
of it spurred by the Internet revolution (Keaveney and Parthasarathy, 2001). Especially, the …

This research adopts the dimensions of electronic service quality (e‐service quality) and
customer‐perceived service quality to develop a framework that can be used to measure …

Purpose–This paper aims to re‐examine the role of traditional service quality in an e‐
banking environment by providing a review of how traditional service quality perceptions …

Service quality measurement in Internet banking services is an area of growing interest to
researchers and managers. Building on a synthesis of the extant literature on service quality …

Examines the applicability of alternative measures of service quality in the developing
economy of India and assesses related issues in that context. Based on data gathered from …

All economic activities require monetary transactions, including those occurring online. The
Internet is thus an essential medium for monetary transactions. Because Internet banking is …

Purpose–The purpose of this paper is to construct a measurement instrument to capture
service quality in the Chinese corporate banking market. Design/methodology/approach–To …

Purpose–This study aims to determine the effects of service quality dimensions on customer
satisfaction in Pakistan by using the SERVQUAL model. Design/methodology/approach–A …