...Jeeva Venkatakrishnan; Ravikumar Alagiriswamy; Satyanarayana Parayitam Purpose This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer...

... of internet banking adoption, the purpose of this paper is to use unified theory of acceptance and use of technology factors, namely performance expectancy and effort expectancy and e-service quality (E-SQ), as theoretical lens for this study. Design/methodology/approach The research model was empirically...

... Group Publishing Limited 2013 One of the key challenges of the internet as a service delivery channel is how they manage e-service quality which holds a significant importance to customer satisfaction (Ho and Wu, 1999). In an e-commerce environment, internet companies need to understand how...