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- W2990556052 abstract "The purpose of this study is to explore the dimensions of e-service quality (e-SQ) in the context of the Indian banking sector and establish its relationship with customer satisfaction. Using a structured questionnaire, data was collected from 323 bank's customers. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to evolve a validated factor structure for measuring e-SQ in the Indian banking sector. Multiple regression analysis was used to assess the relations between e-SQ and customer satisfaction. The study identified a nine factor structure to measure e-SQ. The study also identified a positive relationship between e-SQ and customer satisfaction. The findings of this study can be used as a basis to provide the guidelines for improvement and training in e-SQ and would prove to be very useful to professionals. The findings have scalability from a single branch of the bank to the bank as a whole. This study is the first attempt to assess e-SQ dimensions in the Indian banking context using primary data." @default.
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- W2990556052 date "2019-01-01" @default.
- W2990556052 modified "2023-09-25" @default.
- W2990556052 title "Exploring e-service quality and its relation with customer satisfaction in the banking sector: an Indian experience" @default.
- W2990556052 doi "https://doi.org/10.1504/ijbis.2019.10025507" @default.
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