Antecedents of overall e-service quality and brand attachment in the banking industry
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 su...
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Online Access: | http://irep.iium.edu.my/84219/1/84219_Antecedents%20of%20Overall%20E-service.pdf http://irep.iium.edu.my/84219/ https://journal.seisense.com/index.php/jom/article/view/451/128 |
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my.iium.irep.842192020-11-03T08:10:09Z http://irep.iium.edu.my/84219/ Antecedents of overall e-service quality and brand attachment in the banking industry Rana, Gul-e-Rana Mohamadali, Noor Azizah HG1501 Banking T Technology (General) 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 SEISENSE 2020-10 Article PeerReviewed application/pdf en http://irep.iium.edu.my/84219/1/84219_Antecedents%20of%20Overall%20E-service.pdf 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 https://journal.seisense.com/index.php/jom/article/view/451/128 |
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HG1501 Banking T Technology (General) Rana, Gul-e-Rana Mohamadali, Noor Azizah Antecedents of overall e-service quality and brand attachment in the banking industry |
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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 |
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Article |
author |
Rana, Gul-e-Rana Mohamadali, Noor Azizah |
author_facet |
Rana, Gul-e-Rana Mohamadali, Noor Azizah |
author_sort |
Rana, Gul-e-Rana |
title |
Antecedents of overall e-service quality and brand attachment in the banking industry |
title_short |
Antecedents of overall e-service quality and brand attachment in the banking industry |
title_full |
Antecedents of overall e-service quality and brand attachment in the banking industry |
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Antecedents of overall e-service quality and brand attachment in the banking industry |
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Antecedents of overall e-service quality and brand attachment in the banking industry |
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antecedents of overall e-service quality and brand attachment in the banking industry |
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SEISENSE |
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2020 |
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http://irep.iium.edu.my/84219/1/84219_Antecedents%20of%20Overall%20E-service.pdf http://irep.iium.edu.my/84219/ https://journal.seisense.com/index.php/jom/article/view/451/128 |
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