Exploring e-service quality and its relation with customer satisfaction in the banking sector: an Indian experience.
Vivek AgrawalNitin SethDinesh SethVikas TripathiPublished in: Int. J. Bus. Inf. Syst. (2019)
Keyphrases
- customer satisfaction
- service quality
- internet banking
- electronic commerce
- service providers
- online shopping
- user satisfaction
- customer service
- internet shopping
- information quality
- quality of service
- product design
- information systems
- customer retention
- job satisfaction
- competitive environment
- call center
- customer data
- commercial banks
- marketing strategies
- customer support
- design process
- decision makers