E-Service Quality in Banking Industry-A Review

Abstract

Purpose: With the advancement of technologies such as, artificial intelligence,
machine learning, data analytics, deep learning etc. banking institution are setting the
new consumer expectations. Customers now demands for superior service experience,
and seamless and uninterrupted access to services from the financial institutions and
financial service providers. With this transforming landscape there is a need for the
banks to develop advanced strategies to adapt with rapid change and future uncertainty.
The purpose of the study is to review the existing literature available on the E-service
quality of the banks and to identify the most significant dimensions of E-service quality
impacting on the customers satisfaction of banking industry.
Design/Methodology/Approach: The study is descriptive in nature and findings
are based on the past literature available from various sources such as sage, emerald,
proquest, google scholar etc.
Findings: After the comprehensive analysis of the literature the most significant
dimensions of E-service quality to impact the customers satisfaction in banking
industry are found to be reliability, efficiency, responsiveness, ease of use, security,
website aesthetic, credibilityand personalization.
Originality/Value: The paper adds on the pool of existing knowledge in the field
of E-service quality of banking services offered and lists out the most important
dimensions those must be considered by the researchers while assessing the banking
E-service quality.
Paper Type: Review of Literature