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Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry

Gul E Rana Lakhi, Noor Azizah Mohamadali
Published: 1 October 2020
SEISENSE Journal of Management , Volume 3, pp 26-34; doi:10.33215/sjom.v3i6.451

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.
Keywords: internet / service quality / brand attachment / online / Antecedents / banking industry / Design/methodology/approach / Originality/value

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