Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry

SEISENSE Journal of Management

View Publication Info
 
 
Field Value
 
Title Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry
 
Creator Lakhi, Gul e Rana
Mohamadali, Noor Azizah
 
Subject Brand Attachment
Website Design
E-fulfillment
Overall e-service quality
 
Description Purpose – The study aims to examine the impact of website design, e-fulfillment, e-service and e-security on overall e-service quality and its impact on brand attachment.
Design/methodology/approach – Data of 425 respondents was collected from the internet banking industry users through an online survey. Further, PLS-SEM was employed to analyze the data.
Findings – Results indicate that the impact of e-security, e- customer service, and e-fulfillment on overall e-customer service quality was supported. In contrast, the impact of website design was not supported. Further, overall, e-service quality also has a significant impact on brand attachment.
Originality/value – This study suggested and tested a brand attachment framework for the banking industry to support strategy formulation for managers.
 
Publisher SEISENSE (PRIVATE) LIMITED
 
Date 2020-10-27
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer Reviewed Article
 
Format application/pdf
 
Identifier http://journal.seisense.com/index.php/jom/article/view/451
10.33215/sjom.v3i6.451
 
Source SEISENSE Journal of Management; Vol. 3 No. 6 (2020): SEISENSE Journal of Management; 26-34
2617-5770
 
Language eng
 
Relation http://journal.seisense.com/index.php/jom/article/view/451/128
 
Rights Copyright (c) 2020 Gul e Rana, Dr. Noor Azizah
https://creativecommons.org/licenses/by/4.0
 

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