Abstract:

Examining the effects of e-service quality dimensions on customer satisfaction in Afghanistan has been concerned. The aim of this research is to investigate the e-service quality on customer satisfaction in Afghanistan. The research is based on an empirical study using questionnaire as survey instrument to test the hypotheses. The influence of independent variables on depended variable is considered. A pre-test is conducted to obtain the preliminary assessment of internal validity of the research survey instrument, and to address objectives 300 Questionnaire is distributed among the respondents for the present study, the procedure adopted for the present study is categorized as convenience sampling method, collected data is analyzed using SPSS software. The outcome concluded that four of the proposed e-service quality dimensions have significantly positive impacts on the bank customers’ satisfaction, 82 percent of customer satisfaction among customers of e-banking sector significantly depends on the proposed groups of dimensions of e-Service Quality.

Keywords: e-service, quality, customer and satisfaction.

References:

[1].     Foley, J. a. (2000). Changes in the banking sector - the case of internet banking in UK, Internet research: Electronic Networking Applications and Policy, 10(01), 13-30.

[2].     Gronroos. (1984). A Service Quality Model and its Market Implications. European Journal of Marketing, 18(4), 36-44.

[3].     Janda, S. T. (2002). Customer perceptions of internet retail service quality. International Journal of Service Industry Management, 13(5), 412-31.

[4].     Johnston. (1995). Identifying the Critical Determinants of Service Quality in Retail Banking: Important and Effects. International Journal of Bank Marketing, 15(4), 111-116.

[5].     Mohammed T. Nuseir, M. N. (2010). The effect of e-service quality on customers’ satisfaction in banks operating in Jordan: an empirical investigation of customers’ perspectives. Int. J. Services, Economics and Management, 2(1), 87.

[6].     Nunnally, J. (1978). Psychometric Methods. New York: McGraw-Hill.

[7].     Parasuraman, A. a. (2005). E-S-QUAL, A Multiple-Item. Journal of Service Research, 7, 1-21.

[8].     Santouridis, I. (2009). E-Service Quality and its Impact on Customer Satisfaction and Trust: An Empirical Study on Greek Customers of Internet Shops. 6th International Conference on Enterprise Systems, Accounting and Logistics (p. 20). Thessaloniki: Greece – PROCEEDINGS.

[9].     Zeithamal, P. a. (1988). SERVQUAL: A Multiple Item Scale for Measuring Consumers Perception. Journal of Retailing, 64(1), 64.

[10]. Zeithaml, P. a. (1985). A Conceptual Model of Quality and its Implications for Future Research. Journal of Marketing, 49, 22.