THE ANTECEDENTS AND CONSEQUENCES OF E-SERVICE
QUALITY FOR ONLINE BANKING
National Dong Hwa University, Hualien, Taiwan, ROC
National Dong Hwa University and Taiwan Hospitality and Tourism College,
Hualien, Taiwan, ROC
The purpose in this study was to explore the antecedents of e-service quality (e-SQ) based on
a D&M information systems success model (DeLone & McLean, 1992) by considering e-SQ
dimensions as a dependent variable. The consequences of dimensions influencing an individual’s
loyalty intention based on e-SQ (Harris & Goode, 2004) toward e-business were also examined.
Finally, a research framework to identify the antecedents and consequences of e-SQ for
e-banking based on grounded theory analysis is proposed.
e-service quality, grounded theory, online banking, e-business, Internet.
E-banking has become popular and important in the transition from physical to
online banks. Measurement of service quality is crucial for a number of reasons.
First, delivering a superior quality of service will enhance the competitive
advantage of a business (Ranganathan & Ganapathy, 2002). Second, the quality
of service delivered will attract and retain customers in the long term (Liao &
Cheung, 2002). Third, e-banking customers gain more competitive prices (mostly
in the form of favorable interest rates) and are free to carry out transactions
without the time constraints offline customers experience (Jayawardhena,
SOCIAL BEHAVIOR AND PERSONALITY, 2010,
© Society for Personality Research (Inc.)
Jerome Dauw-Song Zhu, PhD, Professor of Marketing, Department of Business Administration,
National Dong Hwa University, Hualien, Taiwan, ROC; Chih-Te Lin, PhD candidate, Department
of Business Administration, National Dong Hwa University, Hualien, and Department of Food and
Beverages, Taiwan Hospitality and Tourism College, Hualien, Taiwan, ROC.
Appreciation is due to anonymous reviewers.
Please address correspondence and reprint requests to: Chih-Te Lin, Department of Food and
Beverages, Taiwan Hospitality and Tourism College, No. 2, Lane 46, Jhong-Mei 3rd St., Hualien,
Taiwan 970, ROC. Phone/Fax: 886-3-8633024; Email: