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
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.
Date 2020-10-27
Type info:eu-repo/semantics/article
Peer Reviewed Article
Format application/pdf
Source SEISENSE Journal of Management; Vol. 3 No. 6 (2020): SEISENSE Journal of Management; 26-34
Language eng
Rights Copyright (c) 2020 Gul e Rana, Dr. Noor Azizah

Contact Us

The PKP Index is an initiative of the Public Knowledge Project.

For PKP Publishing Services please use the PKP|PS contact form.

For support with PKP software we encourage users to consult our wiki for documentation and search our support forums.

For any other correspondence feel free to contact us using the PKP contact form.

Find Us


Copyright © 2015-2018 Simon Fraser University Library