The antecedents and consequences of e-service quality for online banking
- Keywords:
- e-service quality, grounded theory, online banking, e-business, Internet
- Abstract
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The purpose in this study was to explore the antecedents of e-service quality (e-SQ) based on a D&M information systems success model (DeLone & McLean, 1992) by considering e-SQ dimensions as a dependent variable. The consequences of dimensions influencing an individual’s loyalty intention based on e-SQ (Harris & Goode, 2004) toward e-business were also examined. Finally, a research framework to identify the antecedents and consequences of e-SQ for e-banking based on grounded theory analysis is proposed.
- References
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- Published
- 2010-09-01
- Issue
- Volume 38, 2010, Issue 8
- Section
- Articles
- License
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