The antecedents and consequences of e-service quality for online banking

Jerome Dauw-Song Zhu1, Chih-Te Lin1
1National Dong Hwa University, Taiwan
Cite this article:  Zhu, J., & Lin, C. (2010). The antecedents and consequences of e-service quality for online banking. Social Behavior and Personality: An international journal, 38, 1009-1018.

Volume 38 Issue 8 | e2053 | Published: September 2010 | DOI: https://doi.org/10.2224/sbp.2010.38.8.1009

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The purpose in this study was to explore the antecedents of e-service quality (e-SQ) based on a D&M information systems success model (DeLone & McLean, 1992) by considering e-SQ dimensions as a dependent variable. The consequences of dimensions influencing an individual’s loyalty intention based on e-SQ (Harris & Goode, 2004) toward e-business were also examined. Finally, a research framework to identify the antecedents and consequences of e-SQ for e-banking based on grounded theory analysis is proposed.

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