E‐retailing by banks: e‐service quality and its importance to customer satisfaction

Purpose The purpose of this paper is to explore the measurement of e‐service quality for e‐retail banking, the importance of e‐service quality dimensions to e‐retail bank customers, and the relationship between e‐service quality and customer satisfaction. Design/methodology/approach Results are drawn from a self‐completed survey of a convenience sample of 200 Australian respondents who regularly use online banking facilities. Factor analysis and...