Measuring the e-service quality of Pakistani banks
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Authors
Tahira, R.
Butt, Mohsin
De Run, E.
Ramay, A.
Date
2012Type
Journal Article
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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
ISSN
School
CBS International
Collection
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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