Structural equation modeling of eBankQual scale: a study of E-Banking in India

Kumbhar, Vijay (2011): Structural equation modeling of eBankQual scale: a study of E-Banking in India. Published in: INTERNATIONAL JOURNAL OF BUS INES S ECONOMICS AND MANAGEMENT RESEARCH , Vol. 2, No. 5 (4 May 2011): pp. 18-32.

Abstract

This study assesses the relationship between perceived quality, brand perception and perceived value with satisfaction. For the data analysis structural equation modeling (SEM) method and path analysis method were used. A result indicates that, eBankQual model is fit to assess relationship between service quality, brand perception and perceived value with overall customers’ satisfaction in e-banking service. Result of regression SEM indicates that, all 14 variables found significant and good predictors of overall satisfaction in e-banking services. However, result of SEM analysis indicates that, data supports to eBankQual model and dimensions Compensation, Convenience, Contact Facilities, Easy to Use, Responsiveness, Cost Effectiveness and System Availability including brand perception and perceived value were found more significant factors in the eBankQual model.

• Item Type: MPRA Paper
• Language: English
• Keywords: Structural Equation Modeling, Service quality, Brand perception, Perceived value, Satisfaction
• Subjects: G - Financial Economics > G2 - Financial Institutions and Services

References

Anderson and Srinivasan (2003) E-Satisfaction and E-Loyalty: A Contingency Framework, Psychology & Marketing, Vol. 20(2): 123–138

Bloemer, Josee, Ko de Ruyter, and Martin Wetzels (1999), "Linking perceived service quality and service loyalty: a multi-dimensional perspective," European Journal of Marketing, 33 (11/12), 1082-106.

Bollen, K.A. & Long, J.S. [Eds.] (1993). Testing structural equation models. Newbury Park, CA: Sage.

Bolton, R. N. & Drew, J. H. (1991): A Multistage Model of Customer’s Assessments of Service Quality and Value, in: Journal of Consumer Research, Vol. 17 (October), pp. 375-384.

Che-Ha and Hashim, (2007), Brand Equity, Customer Satisfaction & Loyalty: Malaysian Banking Sector, International Review of Business Research Papers Vol. 3 No.5 November 2007 Pp.123-133

Chen and Chen, (2009), Determinants of satisfaction and continuance intention towards self-service technologies, Industrial Management & Data Systems Vol. 109 No. 9, 2009 pp. 1248-1263

Cho Yoon, and Joseph Ha (2008), Users’ Attitudes Toward Movie-Related Websites And E-Satisfaction, Journal of Business & Economics Research Volume 2, Number 3

Cronin J. Joseph, Jr. and Taylor Steven A., (1994) SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus- Expectations Measurement of Service Quality The Journal of Marketing, Vol. 58, No. 1 (Jan., 1994), pp. 125-131

Cronin, J., Taylor, S.A. (1992), "Measuring service quality: a Rreexamination and extension", Journal of Marketing, 56 (July), 55-68.

Gronroos, C. (1990), Service Management and Marketing, Lexington Books, Lexington, MA.

Holbrook, M. B. (1994): The Nature of Customer Value, in: Rust, R. T.; Oliver, R. L. (eds.): Service Quality: New Directions in Theory and Practice, London 1994, pp. 21-71.

Jain S. K. and Gupta Garima (2004), Measuring Service Quality: SERVQUAL vs. SERVPERF Scales, VIKALPA ,Volume 29, No 2, April - June 2004, pp 25-37

Jayawardhena. C.,, Raan K. and Farrell A. M., (2006) Internet Banking Service Quality: An Investigation of Interrelationships between Construct Dimensions, paper presented in European Marketing Academy Conference, Athens, Greece, May, 2006, available on http://eprints.aston.ac.uk/2919/ accessed on June, 2010

Loiacono, E.T., Watson, R.T. and Goodhue, D.L. (2002), ‘‘WebQUAL: a measure of web site quality’’, Proceedings of the AMA Winter Educators’ Conference, American Marketing Association, Chicago, IL, pp. 432-8.

Marcel Gommans, Krish S. Krishnan, & Katrin B. Scheffold (2001), From Brand Loyalty to E-Loyalty: A Conceptual Framework, Journal of Economic and Social Research 3(1) 2001, 43-58

Ming Wang, (2003), Assessment of E-service Quality via E-satisfaction in E-commerce Globalization, The Electronic Journal on Information System in developing Countries(EJISDC), Vol. 11, No. 10, pp 1-4

Nadiri, Halil , Kandampully, Jay and Hussain, Kashif(2009) 'Zone of tolerance for banks: a diagnostic model of service quality', The Service Industries Journal, 29: 11, 1547 — 1564

Parasuraman A. Zeithaml Valarie A. and Malhotra Arvind (2005) E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, Volume 7, No. X, Month 2005 1-21

Parasuraman, A. Valarie A. Zeithaml, Leonard L. Berry (1985) A Conceptual Model of Service Quality and Its Implications for Future Research, The Journal of Marketing, Vol. 49, No. 4 (Autumn, 1985), pp. 41-50

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988), “SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perceptions Of Service Quality”, Journal Of Retailing, Spring, Volume 64, Number 1, pp. 12-40.

Reynolds John, (2007), A Retrospective Data Examination Of Customer Loyalty In The E- Banking Technology Services Industry: Strategies For New Successes, A Dissertation Presented in Partial Fulfillment Of the Requirements for the Degree Doctor of Philosophy, Capella University, November 2007

Riscinto-Kozub, (2008), The Effects of Service Recovery Satisfaction on Customer Loyalty And Future Behavioral Intentions: An Exploratory Study In The Luxury Hotel Industry, A thesis Submitted to the Graduate Faculty of Auburn University in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy, in May 2008

Schaupp and Bélanger (2005) A Conjoint Analysis of Online Consumer Satisfaction, Journal of Electronic Commerce Research, Vol. 6, No.2, 2005 Pp 95-111

Schefter, P. and Reichheld, F (2000) “E-Loyalty,“ Harvard Business Review, 78 (4): 105-114.

Smith D., Smith K. Langfield (2004), Structural Equation Modeling in Management Accounting Research: Critical Analysis and Opportunities”, Journal of Accounting Literature, Vol. 23, pp. 49-86

Solvang Bernt Krohn (2008), Satisfaction, Loyalty and Repurchase: A Study of Customers of Furniture and Grocery Stores, Consumer Satisfaction, Dissatisfaction and Complaining Behavior Conference Proceedings 2008, Illinois State University, Las Vegas, Nevada.

Szymanski and Hise (2000), e-Satisfaction: An Initial Examination, Journal of Retailing, Volume 76(3) pp. 309–322, ISSN: 0022-4359

Wafa M’Sallem, Nabil Mzoughi and Olfa Bouhlel (2009), Customers’ evaluations after a bank renaming: effects of brand name change on brand personality, brand attitudes and customers’ satisfaction, Innovative Marketing, Volume 5, Issue 3, 2009 58

William JEN and Tang-Jung LU (2003), Effects Of Service Quality, Customer Satisfaction and Switching Barriers on Passenger Behavioral Intentions in Scheduled Coach Service, Proceedings of the Eastern Asia Society for Transportation Studies, Vol.4, October, 2003

Woodruff Robert B., Cadotte Ernest R., Jenkins Roger L., (1983) Modeling Consumer Satisfaction Processes Using Experience-Based Norms , Journal of Marketing Research, Vol. 20, No. 3 (Aug., 1983), pp. 296-304

Yoo, Boonghee and Naveen Donthu (2001), “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal),” Quarterly Journal of Electronic Commerce, 2 (1), 31-46

Zeithaml V. A., (1988), Consumer Perception of Price, Quality and Value: A Means end Model and Synthesis of Evidence, Journal of marketing, 52, 2-22

Zeithaml, A. Parasuraman, and Arvind Malhotra (2000), “A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice,” working paper, report No. 00- 115, Marketing Science Institute, Cambridge, MA