Antecedents of overall e-service quality and brand attachment in the banking industry

Rana, Gul-e-Rana and Mohamadali, Noor Azizah (2020) Antecedents of overall e-service quality and brand attachment in the banking industry. SEISENSE Journal of Management, 3 (6). pp. 26-34. E-ISSN 2617-5770

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Abstract

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

Item Type:	Article (Journal)
Additional Information:	3904/84219
Subjects:	H Social Sciences > HG Finance > HG1501 Banking T Technology > T Technology (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology Kulliyyah of Information and Communication Technology
Depositing User:	Mrs Noor Azizah Mohamadali
Date Deposited:	03 Nov 2020 16:10
Last Modified:	03 Nov 2020 16:10
URI:	http://irep.iium.edu.my/id/eprint/84219

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