Measuring the e-service quality of Pakistani banks
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...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
lnderscience Enterprises
2012
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| Online Access: | http://hdl.handle.net/20.500.11937/42787 |
| _version_ | 1848756515460087808 |
|---|---|
| author | Tahira, R. Butt, Mohsin De Run, E. Ramay, A. |
| author_facet | Tahira, R. Butt, Mohsin De Run, E. Ramay, A. |
| author_sort | Tahira, R. |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T09:13:26Z |
| format | Journal Article |
| id | curtin-20.500.11937-42787 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:13:26Z |
| publishDate | 2012 |
| publisher | lnderscience Enterprises |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-427872017-09-13T15:04:46Z Measuring the e-service quality of Pakistani banks Tahira, R. Butt, Mohsin De Run, E. Ramay, A. 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. 2012 Journal Article http://hdl.handle.net/20.500.11937/42787 10.1504/IJEBR.2012.048780 lnderscience Enterprises restricted |
| spellingShingle | Tahira, R. Butt, Mohsin De Run, E. Ramay, A. Measuring the e-service quality of Pakistani banks |
| title | Measuring the e-service quality of Pakistani banks |
| title_full | Measuring the e-service quality of Pakistani banks |
| title_fullStr | Measuring the e-service quality of Pakistani banks |
| title_full_unstemmed | Measuring the e-service quality of Pakistani banks |
| title_short | Measuring the e-service quality of Pakistani banks |
| title_sort | measuring the e-service quality of pakistani banks |
| url | http://hdl.handle.net/20.500.11937/42787 |