Measuring the e-service quality of Pakistani banks

Tahira, Riffat; Butt, Muhammad Mohsin; Run, Ernest Cyril de; Ramay, Ismail A.

doi:10.1504/ijebr.2012.048780

Cited by 7 publications

(5 citation statements)

References 32 publications

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“…As far as responsiveness is concerned, it positively influences customer satisfaction in E-retailing of Islamic banking. Similar findings are reported by various researchers (Tahira et al, 2012;Rehman, 2012;Estiri et al, 2011). Accessibility as a dimension of E-retailing service quality is statistically insignificant dimension to affect customer satisfaction of Saudi Islamic banking.…”

Section: Discussionsupporting

confidence: 88%

“…In their work on e-service quality dimension, Zeithaml, Parasuraman, and Malhotra (2001) also consider responsiveness as an important dimension. In the view of online services, responsiveness is also identified as a significant services quality dimension (Tahira, Butt, de Run, & Ramay, 2012;Ribbink, Riel, Liljander, & Streukens, 2004;Allard, Janjaap, & Wendy, 2003;Madu & Madu, 2002;Barnes & Vidgen, 2001). Some authors found that responsiveness is important for both overall service quality and customers' satisfaction.…”

Section: Dimensions Of Services Quality In Bankingmentioning

confidence: 99%

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Service Quality Dimensions of E-retailing of Islamic Banks and Its Impact on Customer Satisfaction: An Empirical Investigation of Kingdom of Saudi Arabia

Tabash¹,

Albugami²,

Salim³

et al. 2019

JAFEB

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The study aims to explore key dimensions of service quality of E-Retailing of Islamic banks in the Kingdom of Saudi Arabia. The convenience sample size consists of 373 respondents who regularly use online Islamic banking facilities in Saudi Arabia was used. For measuring the consumers' perspective, a four-factor E-SERVQUAL scale; namely efficiency, system availability, fulfillment, and privacy was used. Exploratory Factor Analysis and Confirmatory Factor Analysis are used to test the model fitness. Structural equation modelling is utilized to determine the impact of E-service quality dimensions on customers' satisfaction. The results of the study reveal that 1) reliability as a dimension of E-retailing of Islamic banks made a significant impact on customers' overall satisfaction; 2) there is a positive significant relationship between responsiveness and customers' overall satisfaction. One unit increased in responsive leads to 0.763 unit increases in the overall satisfaction of the customer; and 3) ease of use is the most important dimensions of service quality of E-retailing of Islamic banks. One unit increases in Security/ Privacy leads to 0.473 unit increases in overall satisfaction. There is a positive impact of good E-service on customers' satisfaction, but it does not override unsatisfactory performance in other areas.

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Section: Discussionsupporting

confidence: 88%

Section: Dimensions Of Services Quality In Bankingmentioning

confidence: 99%

Service Quality Dimensions of E-retailing of Islamic Banks and Its Impact on Customer Satisfaction: An Empirical Investigation of Kingdom of Saudi Arabia

Tabash¹,

Albugami²,

Salim³

et al. 2019

JAFEB

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“…Electronic SQ in Pakistan has been a focus of researchers but mostly in banking sector. Tahira et al (2012) stated that e-banking in Pakistan is an emerging trend in comparison with the developed countries. They put forward five most important dimensions in Pakistani online banking comprising of web interface, website quality, responsiveness, reliability and connectivity.…”

Section: E-service Qualitymentioning

confidence: 99%

An assessment of e-service quality, e-satisfaction and e-loyalty

Khan

Zubair

Malik

2019

SAJBS

101

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Purpose The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied. Design/methodology/approach Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS. Findings Findings indicate that all of the first latent constructs are significant where E-CS and E-CL (dependent variables) are influenced by E-SQ (independent variable). Using SEM, statistically fit structural model was developed on the basis of confirmatory factor analysis. The analysis shows that there is a strong positive relation between E-SQ and E-CS and E-SQ and E-CL. Practical implications Asian markets have been identified as the fastest growing e-commerce markets in present era. Similarly, retail sector in Pakistan is booming, at the same time an exponential increase is being observed in the number of internet users and online shopping. It is important for marketers and retailers to explore new horizons and enter the age of e-commerce for expansion of their businesses. Originality/value The increasingly wide use of the internet is influencing everything around the globe and these emerging e-commerce trends have tremendously changed the mode of shopping from brick and mortars to e-stores. The study explores the e-commerce and focuses on E-SQ and its impact on E-CS and E-CL in the context of a developing economy, i.e. Pakistan, uncovering the key dimensions and attributes.

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“…In the literature, several studies are available for gauging web service quality with differing demographics, cultures, norms and attitudes for both of these scales (Caruana and Ewing, 2006; Chang et al. , 2009; Tahira et al. , 2012; Lopes et al.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The two most widely used scales to measure e-retail service quality are ES-Qual and E-TailQ (Wolfinbarger and Gilly, 2003;Parasuraman et al, 2005). In the literature, several studies are available for gauging web service quality with differing demographics, cultures, norms and attitudes for both of these scales (Caruana and Ewing, 2006;Chang et al, 2009;Tahira et al, 2012;Lopes et al, 2019). E-TailQ was developed based on website design, fulfillment/reliability, security/privacy and customer service (Wolfinbarger and Gilly, 2003).…”

Section: Literature Reviewmentioning

confidence: 99%

A comparison between E-TailQ and ES-Qual for measuring e-service quality in the retail industry: an emerging economy case

Zia

Rafique²,

Rehman³

et al. 2022

TQM

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PurposeThere is a growing trend in online shopping in developing and underdeveloped economies. Measuring web retail service quality is vital to enhance and retain online customers for higher profits. As a result, it is essential to understand e-service quality and its relationship with other e-commerce-related variables identified as customer satisfaction, word-of-mouth (WOM), loyalty and repurchase intention. The main objective of this research is to validate the psychometric properties of E-TailQ and ES-Qual scales to measure e-service quality in the context of an emerging economy.Design/methodology/approachThe study was administered by surveying online customers through a convenience sampling approach. The sample data consisted of 329 valid responses. The data were analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM).FindingsThe results suggest that both the scales are valid, reliable and adequate and confirm the psychometric properties of E-TailQ and ES-Qual scales in an emerging economy context. There is a positive and significant relationship between latent variables (E-TailQ and ES-Qual) and customer outcome variables like satisfaction, loyalty, WOM and repurchase intention. Additionally, the coefficients of the E-TailQ scale have higher values than ES-Qual scales in all dimensions. The perceived quality proved to be a precedent of satisfaction to a lesser extent than other scales' constructs, and it proved to be a superior predictor of WOM for the E-TailQ scale and loyalty for the ES-Qual scale. Overall, when measured by the ES-Qual scale, perceived quality could explain much of the sample's satisfaction, loyalty and repurchase intention compared to E-TailQ.Research limitations/implicationsOne of the significant limitations of this study is related to the data collection, as individual responses were collected at one particular point in time. Thus, it is impossible to verify the development of perceived service quality outcomes over a specific time. Another possible limitation is the selection of only two widely used scales, although other options are available in the literature. Finally, developing a new scale to address future challenges might be another alternative.Practical implicationsThe results obtained in the study will help managers assess customer satisfaction, the reputation of the business through WOM, and customer intentions for the repurchase that will lead to loyalty by emphasizing e-service quality. It will enable them to design strategies for improving business performance. The developed instrument will assist in identifying the gaps and describing how service quality can achieve higher levels of customer satisfaction.Originality/valueSeveral studies in the literature have used E-TailQ and ES-Qual scales to measure e-service quality in developed countries. Only a few studies addressed the validity of these widely used competing scales in an emerging economy like Pakistan. This study addresses the literature gap by addressing the reliability and validity of these scales and assesses the impact of e-commerce-related variables. Besides, the study reveals insights into the literature by addressing multiple dimensions of e-service quality and summarizes a deep understanding of each scale item that affects the perceived quality in a developing economy like Pakistan.

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Measuring the e-service quality of Pakistani banks

Cited by 7 publications

References 32 publications

Service Quality Dimensions of E-retailing of Islamic Banks and Its Impact on Customer Satisfaction: An Empirical Investigation of Kingdom of Saudi Arabia

Service Quality Dimensions of E-retailing of Islamic Banks and Its Impact on Customer Satisfaction: An Empirical Investigation of Kingdom of Saudi Arabia

An assessment of e-service quality, e-satisfaction and e-loyalty

A comparison between E-TailQ and ES-Qual for measuring e-service quality in the retail industry: an emerging economy case

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