Purpose–The purpose of this paper is to examine the relationships among three dimensions
of service quality that influence overall internet banking service quality and its subsequent …

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 …

This paper attempts to develop a reliable and valid instrument of measuring Internet banking
service quality in India, and also analyses the impact of Internet banking service quality …

In the last few years we have witnessed a substantial growth of internet-based services, both
from pure Internet businesses and from traditional companies that are developing online …

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 …

Focuses on the issues associated with Internet banking service quality. Customer anecdotes
of critical incidents in Internet banking were content‐analyzed. Identified a total of 17 …

The purpose of this paper is to set forth a reliable and valid means of measuring online
service quality based on a broad conceptual framework which integrates theory and …

One of the key challenges of the Internet as a service delivery channel is how service firms
can manage service quality as these remote formats bring significant change in customer …

Despite the increase in the number of internet users recorded by various agencies, the level
of increase of internet usage for banking purposes has not increased at the same rate. One …

Purpose This study aims to empirically develop a reliable and valid instrument measuring
the online service quality in the context of the banking sector in India. Design/methodology …