Examining Dimensions of Electronic Service Quality for Internet Banking Services

Service Quality and Customer Satisfaction in the Electronic Banking

“…4;2017 hypothesis was supported. In the other words, the literature revealed that generally service quality is high degree in the context of e-banking in the other countries (e.g., Li & Suomi, 2007;Ariff et al, 2012;Paschaloudis, 2014) and the finding of this study also consistent with the existing literature. Notably, there have been no recent studies available to show the level of service quality in the e-banking in Batticaloa district and therefore, this was considered as first gap in the relevant literature.…”

“…Parasuraman et al (2005) e-service quality model for e-banking Many companies use service quality as one of the effective strategies to get the competitive advantage (Maclaran & McGowan, 1999;Chang & Yeh, 2002;Park, Robertson & Wu, 2004;Liou & Tzeng, 2007;Dominic, Goh, Wong & Chen, 2010), especially banks, which are delivering services via online (i.e., e-banking) consider this service quality is a critical issue (Han & Beak, 2004;Jayawardhena, 2004;Bauer et al, 2006;Wong, Rexha & Phau, 2008;Akinci et al, 2010;Ariff et al, 2012). Even though, there has been no recent statistics available to show the growth of service quality in the e-banking in Sri Lanka, especially in Batticaloa district, and generally the service quality is high degree in e-banking in the other countries (e.g., Li & Suomi, 2007;Ariff et al, 2012;Paschaloudis, 2014) and thus, the researcher assumes that the service quality is high degree in e-banking in Batticaloa district. Based on the above argument the first hypothesis is advanced.…”

“…Service quality in the e-banking context is the key determinant in differentiating service offering form the competitors and building competitive advantage and thus, service quality becomes as a crucial issue in e-banking (Santos, 2003;Bauer, Hammerschmidt & Falk, 2005;Zarei, 2010;Ariff, Yun, Zakuan & Jusoh, 2012), but what is the degree of service quality in the e-banking in Batticaloa district? Extant published researches do not answer this question.…”

Enhancing Customer Loyalty Through E-Banking Practices

“…However Luarn and Lin (2003) endorse that the loyalty is almost identical to those of traditional loyalty from an online service provider. In support of this view, Ariff et al (2012) suggest building loyalty in internet banking is prominent for banks to ensure high rate of customer retention. Further, it is recognized that e-banking practices aligned with higher customer satisfaction, which directs to relationship an association with greater revenues, increased cross-sell rations, higher customer loyalty, retention and bigger market share (Amin, 2016).…”

“…Loyal customers are now viewed as the source for company's profit, growth and market share (Ariff, Yun, Zakuan, & Jusoh, 2012;Yuen & Chan, 2010). Banking industry has moved instantly to deploy and offer new banking services via e-channels for customers and in consequence the e-banking services have boomed promptly (Kaur & Kiran, 2015).…”