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Impact of E-Core Service Quality Dimensions on Perceived Value of M-Banking in Case of Three Socio-Economic Variables

Impact of E-Core Service Quality Dimensions on Perceived Value of M-Banking in Case of Three Socio-Economic Variables

Savdeep Vasudeva, Gurdip Singh
Copyright: © 2017 |Volume: 13 |Issue: 1 |Pages: 20
ISSN: 1548-3908|EISSN: 1548-3916|EISBN13: 9781522511274|DOI: 10.4018/IJTHI.2017010101
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MLA

Vasudeva, Savdeep, and Gurdip Singh. "Impact of E-Core Service Quality Dimensions on Perceived Value of M-Banking in Case of Three Socio-Economic Variables." IJTHI vol.13, no.1 2017: pp.1-20. http://doi.org/10.4018/IJTHI.2017010101

APA

Vasudeva, S. & Singh, G. (2017). Impact of E-Core Service Quality Dimensions on Perceived Value of M-Banking in Case of Three Socio-Economic Variables. International Journal of Technology and Human Interaction (IJTHI), 13(1), 1-20. http://doi.org/10.4018/IJTHI.2017010101

Chicago

Vasudeva, Savdeep, and Gurdip Singh. "Impact of E-Core Service Quality Dimensions on Perceived Value of M-Banking in Case of Three Socio-Economic Variables," International Journal of Technology and Human Interaction (IJTHI) 13, no.1: 1-20. http://doi.org/10.4018/IJTHI.2017010101

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Abstract

This study addresses a research gap in mobile banking (M-banking) related to post service usage consumer behavior and aims to discover the impact of electronic core (e-core) service quality dimensions on the perceived value of service in relation to three socio-economic variables i.e. gender, age and income. The study attempts to identify whether the impact of these dimensions vary as per the difference in socio-economic demographics? Further, E-S-QUAL scale representing dimensions of e-core service quality is utilized and data collection is conducted from a survey of 600 mobile banking users of the Punjab State in India. The collected data is then put to test using Multiple Regression Analysis and Cronbach's alpha. Findings of the study reveal that different customers perceive these dimensions differently depending upon their demographics. This study has important implications for academic research related to e-service quality or to any one doing research in the field of M-banking.

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