%0 Journal Article
	%A Vivek Agrawal and  Vikas Tripathi and  Nitin Seth
	%D 2014
	%J International Journal of Economics and Management Engineering
	%B World Academy of Science, Engineering and Technology
	%I Open Science Index 96, 2014
	%T A Conceptual Framework on Review of E-Service Quality in Banking Industry
	%U https://publications.waset.org/pdf/10000088
	%V 96
	%X E-service quality plays a significant role to achieve
success or failure in any organization, offering services online. It will
increase the competition among the organizations, to attract the
customers on the basis of the quality of service provided by the
organization. Better e-service quality will enhance the relationship
with customers and their satisfaction. So the measurement of eservice
quality is very important but it is a complex process due to
the complex nature of services. Literature predicts that there is a lack
of universal definition of e-service quality. The e-service quality
measures in banking have great importance in achieving high
customer base. This paper proposes a conceptual model for
measuring e-service quality in Indian Banking Industry. Nine
dimensions reliability, ease of use, personalization, security and trust,
website aesthetic, responsiveness, contact and fulfillment had been
identified. The results of this paper may help to develop a proper
scale to measure the e-service quality in Indian Banking Industry,
which may assist to maintain and improve the performance and
effectiveness of e-service quality to retain customers.

	%P 3935 - 3939