{"title":"Causes and Effects of E-service Quality for Online Banking","authors":"Dauw-Song Zhu, C. Lin","doi":"10.1109/SNPD.2012.117","DOIUrl":null,"url":null,"abstract":"Advances in technology have attracted more e-banking users in an e-Commerce context. Measuring service quality enhances delivering superior services to achieve competitive advantages. Studies on Internet service quality provide an adequate framework for measuring web site interactivity. However, no consensus exists to date regarding electronic service quality dimensions. Antecedents of service quality are better conceived than their components in an offline context. However, no study has proven a similar phenomenon in an online context. The research findings of antecedence constructs (system quality, information quality, and cognitive trust) affect e-SQ. Consequence constructs (perceived value, affective trust, satisfaction and loyalty) with the mediator of e-SQ are also examined.","PeriodicalId":387936,"journal":{"name":"2012 13th ACIS International Conference on Software Engineering, Artificial Intelligence, Networking and Parallel/Distributed Computing","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2012-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2012 13th ACIS International Conference on Software Engineering, Artificial Intelligence, Networking and Parallel/Distributed Computing","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/SNPD.2012.117","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
Advances in technology have attracted more e-banking users in an e-Commerce context. Measuring service quality enhances delivering superior services to achieve competitive advantages. Studies on Internet service quality provide an adequate framework for measuring web site interactivity. However, no consensus exists to date regarding electronic service quality dimensions. Antecedents of service quality are better conceived than their components in an offline context. However, no study has proven a similar phenomenon in an online context. The research findings of antecedence constructs (system quality, information quality, and cognitive trust) affect e-SQ. Consequence constructs (perceived value, affective trust, satisfaction and loyalty) with the mediator of e-SQ are also examined.