THE ANTECEDENTS AND CONSEQUENCES OF E-SERVICE QUALITY FOR ONLINE BANKING

THE ANTECEDENTS AND CONSEQUENCES OF E-SERVICE QUALITY FOR ONLINE BANKING

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THE ANTECEDENTS AND CONSEQUENCES OF E-SERVICE QUALITY FOR ONLINE BANKING J EROME D AUW -S ONG Z HU National Dong Hwa University, Hualien, Taiwan, ROC C HIH -T E L IN 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. Keywords: 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, 38 (8), 1009-1018 © Society for Personality Research (Inc.) DOI 10.2224/sbp.2010.38.8.1009 1009 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: thomsonhua@yahoo.com.tw
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E-SERVICE QUALITY FOR ONLINE BANKING 1010 2004). Fourth, given the cost-saving benefits, both banks and customers are migrating increasingly from traditional banking channels to using the e-banking medium (Jayawardhena & Foley, 2000). At present, many e-banking services are characterized by similar offerings (Mols, 1998, 2000). Irrespective of the medium or the method of delivery, it has long been recognized that delivering a superior service is a prerequisite for success (Parasuraman, Zeithaml, & Berry, 1985, 1988). Therefore, service quality is becoming an increasingly important way of differentiating between competing Internet banking service providers (Jayawardhena). Traditional service quality models have treated relevant related dimensions
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This note was uploaded on 04/21/2011 for the course BUSINESS AAF001-1 taught by Professor Dr.tony during the Spring '11 term at University of Bedfordshire.

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THE ANTECEDENTS AND CONSEQUENCES OF E-SERVICE QUALITY FOR ONLINE BANKING

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