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dc.contributor.authorHerington, Carmelen_US
dc.contributor.authorWeaven, Scotten_US
dc.date.accessioned2017-05-03T12:52:59Z
dc.date.available2017-05-03T12:52:59Z
dc.date.issued2009en_US
dc.date.modified2010-08-26T07:38:06Z
dc.identifier.issn03090566en_US
dc.identifier.doi10.1108/03090560910976456en_AU
dc.identifier.urihttp://hdl.handle.net/10072/30361
dc.description.abstractThe purpose of this paper is to explore the measurement of e-service quality for e-retail banking, the importance of e-service quality dimensions to e-retail bank customers, and the relationship between e-service quality and customer satisfaction. Design/methodology/approach : Results are drawn from a self-completed survey of a convenience sample of 200 Australian respondents who regularly use online banking facilities. Factor analysis and regression analysis are used to ascertain factor structure and determine the impact of e-service quality dimensions on satisfaction. Findings: A four-factor solution (E-ServQual) represented by "personal needs", "site organisation", "user-friendliness" and "efficiency" is found, with all factors rated as important. E-ServQual is found to be a predictor of overall customer satisfaction with banking performance, but "efficiency" is not found to be predictive. Overall satisfaction is lower than overall e-service quality. Research limitations/implications: The Australian sample limits generalisability. Future research should investigate the importance of human interaction in the provision of quality service, re-test the developed measure with new data, explore the e-service quality construct further, and investigate its relationship with customer satisfaction and the exposed "unknown" negative influences on customer satisfaction, in other international settings. Originality/value : The paper informs knowledge gaps related to the measurement and structure of e-service quality, its importance and impact on customer satisfaction. A more holistic measure of e-service quality is supported. Good e-service performance impacts customer satisfaction positively, but does not override unsatisfactory performance in other areas. Banks need to be mindful that online service provision is not sufficient for ensuring customer satisfaction with their overall service.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherEmerald Group Publishingen_US
dc.publisher.placeUnited Kingdomen_US
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom1220en_US
dc.relation.ispartofpageto1231en_US
dc.relation.ispartofissue9/10en_US
dc.relation.ispartofjournalEuropean Journal of Marketingen_US
dc.relation.ispartofvolume43en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchMarketing Management (incl. Strategy and Customer Relations)en_US
dc.subject.fieldofresearchcode150503en_US
dc.titleE-retailing by banks: e-service quality and its importance to customer satisfactionen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Marketingen_US
gro.date.issued2009
gro.hasfulltextNo Full Text


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