The Impact of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking
The purpose of this study was to demonstrate good psychometric properties based on findings from a variety of reliability and validity tests and build on the research already conducted on the topic. This study examined the relationship and the impacts of e-SQ and e-Satisfaction on e-Loyalty in internet banking. The modified version of E-SERVQUAL instrument was used to determine e-SQ for internet banking service. A number of scales had been developed to measure the e-SQ in e-commerce environment such as, E-SERVQUAL, WebQual, and SITEQUAL. Two stages of empirical data collection revealed that two different scales were necessary for capturing electronic service quality. The basic E-S-QUAL scale developed in the research is a 22-item scale of four dimensions: efficiency, fulfillment, system availability, and privacy. The second scale, E-RecS-QUAL, was salient only to customers who had non-routine encounters with the sites and contains 11 items in three dimensions: responsiveness, compensation, and contact.