The Relationship Among E-service Quality Dimensions, Overall Internet Banking Service Quality, and Customer Satisfaction in the USA  

作　　者：Demyana Nathan 

机构地区：[1]Arab Academy for Science & Technology and Maritime Transport, Alexandria, Egypt

出　　处：《Journal of Modern Accounting and Auditing》2014年第4期479-493,共15页现代会计与审计（英文版）

摘　　要：The purpose of this paper is to examine the relationships of e-service quality dimensions with overall internet banking service quality, and its effect on customer satisfaction in the USA banking industry. The proposed instrument dimensions are identified based on a questionnaire survey conducted in the US. Based on an extensive review of literature, this paper proposed eight dimensions for measuring overall internet banking service quality and its subsequent effect on customer satisfaction. Also, this research uses American internet banking users as survey targets for its empirical studies. The results show significant relationships among the e-service quality dimensions （efficiency, fulfillment, system availability, privacy, assurance/trust, site aesthetics, responsiveness, and contact）, overall internet banking service quality, and customer satisfaction. Little attention has been given in the literature to understanding of the e-service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. This paper empirically examines the relationships among the eight e-service quality dimensions, overall internet banking service quality, and customer satisfaction. The findings are important to enable bank managers to have a better understanding of the key e-service quality dimensions of internet banking that affect customer satisfaction. The primary limitations of this study are the scope and size of its sample.

关 键 词：intemet banking e-service quality customer satisfaction 

分 类 号：TP393.08[自动化与计算机技术—计算机应用技术] O562.5[自动化与计算机技术—计算机科学与技术]