TY - JFULL AU - Vivek Agrawal and Vikas Tripathi and Nitin Seth PY - 2014/1/ TI - Scale Development for Measuring E-Service Quality in Banking T2 - International Journal of Economics and Management Engineering SP - 3988 EP - 3993 VL - 8 SN - 1307-6892 UR - https://publications.waset.org/pdf/10000481 PU - World Academy of Science, Engineering and Technology NX - Open Science Index 96, 2014 N2 - This study examines several critical dimensions of eservice quality overlooked in the existing literature and proposes a model and instrument framework for measuring customer perceived e-service quality in the banking sector. The initial design was derived from a pool of instrument dimensions and their items from the existing literature review by content analysis. Based on focused group discussion, nine dimensions were extracted. An exploratory factor analysis approach was applied to data from a survey of 323 respondents. The instrument has been designed specifically for the banking sector. Research data was collected from bank customers who use electronic banking in a developing economy. A nine-factor instrument has been proposed to measure the e-service quality. The instrument has been checked for reliability. The validity and sample place limited the applicability of the instrument across economies and service categories. Future research must be conducted to check the validity. This instrument can help bankers in developing economies like India to measure the e-service quality and make improvements. The present study offers a systematic procedure that provides insights on to the conceptual and empirical comprehension of customer perceived e-service quality and its constituents. ER -