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    Measuring the e-service quality of Pakistani banks

    Access Status
    Fulltext not available
    Authors
    Tahira, R.
    Butt, Mohsin
    De Run, E.
    Ramay, A.
    Date
    2012
    Type
    Journal Article
    
    Metadata
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    Citation
    Tahira, R. and Butt, M. and De Run, E. and Ramay, A. 2012. Measuring the e-service quality of Pakistani banks. International Journal of Economic and Business Research. 4 (5): pp. 577-589.
    Source Title
    International Journal of Economic and Business Research
    DOI
    10.1504/IJEBR.2012.048780
    ISSN
    1756-9869
    School
    CBS International
    URI
    http://hdl.handle.net/20.500.11937/42787
    Collection
    • Curtin Research Publications
    Abstract

    E-banking is a recent phenomenon in Pakistan and is a relatively less investigated topic of academic research. This paper sets out to investigate the dimension of e-service quality in Pakistani banks. A quantitative approach was used to identify and capture the e-service dimensions in the Pakistani banking sector. Data were analysed with the help of exploratory and confirmatory factor analysis. The results enable us to identify five dimensions of e-service quality in the Pakistani banking industry. Responsiveness, web interface, web quality, reliability and connectivity appear to be the most important dimensions of e-service quality for Pakistani banks.

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