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Measuring Service Quality in Internet Banking

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References

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1988Field Methods in Cross-Cultural Research2,113 cited
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2000The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda1,795 cited

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2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited

1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited

Cited by

2020Exploring Mobile Banking Service Quality: A Qualitative Approach65 cited
2012Examining Dimensions of Electronic Service Quality for Internet Banking Services61 cited
2020A combined AHP–TOPSIS–DEMATEL approach for evaluating success factors of e-service quality: an experience from Indian banking industry53 cited
2020ES-QUAL model and customer satisfaction in online banking: evidence from multivariate analysis techniques52 cited
2022Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia50 cited
2015A Review of Service and E-Service Quality Measurements: Previous Literature and Extension49 cited
2019Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India46 cited
2021E-banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM44 cited
2013Customer Satisfaction With Internet Banking Service Quality In The Ghanaian Banking Industry40 cited
2012Profiling Adopter Categories of Internet Banking in India: An Empirical Study39 cited
2010Learning from the past and present: measuring Internet banking service quality39 cited
2011Internet Banking: An Empirical Study Of Adoption Rates Among Midwest Community Banks37 cited
2023ASEAN Marketing Journal35 cited
2011IT governance: Objectives and assurances in internet banking34 cited
2009Service quality in Hong Kong: wet markets vs supermarkets31 cited
2015Influence of Psychographics and Risk Perception on Internet Banking Adoption: Current State of Affairs in Britain28 cited