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The Antecedents and Consequences of E-Service Quality for Online Banking

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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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Keywords: E-BUSINESS; E-SERVICE QUALITY; GROUNDED THEORY; INTERNET; ONLINE BANKING

Document Type: Research Article

Publication date: 2010-09-01

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