Skip to main content
SpringerLink
Log in

Bank employees’ internal and external perspectives on e-service quality, satisfaction and loyalty

  • Research Paper
  • Published:
Electronic Markets Aims and scope Submit manuscript

Abstract

The goal of this study is to explain how and why people alter their cognition and attitude toward e-service quality, satisfaction and loyalty, depending on their perspective. We surveyed bank employees from two perspectives: first as employees and internal users for an internal perspective and then as external customers for an external perspective. The results of the empirical analysis indicated a change in e-service quality factor significance and impact and relationships among e-service quality, satisfaction and loyalty. Context- and service-type dependency is empirically confirmed. The moderator variable is type of service. The findings are explained. Theoretical and practical implications are discussed through the lens of theory of reasoned action, the technology acceptance model and expectancy-disconfirmation theory.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Similar content being viewed by others

References

  • Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology & Marketing, 20(2), 123–138.

    Article  Google Scholar 

  • Arbuckle, J. L. (2009). Amos 18 user’s guide. Chicago: Marketing Department SPSS Inc.

    Google Scholar 

  • Bacharach, S. B. (1989). Organizational theories: some criteria for evaluation. The Academy of Management Review, 14(4), 496–515.

    Google Scholar 

  • Bagozzi, R. P. (2007). The Legacy of the technology acceptance model and a proposal for a paradigm shift. Journal of the Association for Information Systems, 8(4), 3.

    Google Scholar 

  • Barnes, S. J., & Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(3), 114–127.

    Google Scholar 

  • Baroudi, J. J., & Orlikowski, W. J. (1988). A short form measure of user information satisfaction: a psychometric evaluation and notes on use. Journal of Management Information Systems, 4(4), 44–59.

    Article  Google Scholar 

  • Barrutia, J. M., Charterina, J., & Gilsanz, A. (2009). E-service quality: an internal, multichannel and pure service perspective. The Service Industries Journal, 29(12), 1707–1721.

    Article  Google Scholar 

  • Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: a transaction process-based approach for capturing. Journal of Business Research, 59(7), 866–875.

    Article  Google Scholar 

  • Bell, S. J., Auh, S., & Smalley, K. (2005). Customer relationship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs. Journal of the Academy of Marketing Science, 33(2), 169–183.

    Article  Google Scholar 

  • Bhattacherjee, A., & Premkumar, G. (2004). Understanding changes in belief and attitude toward information technology usage: a theoretical model and longitudinal test. MIS Quarterly, 28(2), 229–254.

    Google Scholar 

  • Bloemer, J., Ruyter, K. D., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16(7), 276–286.

    Article  Google Scholar 

  • Buckley, J. (2003). E‐service quality and the public sector. Managing Service Quality, 13(6), 453–462.

    Article  Google Scholar 

  • Byrne, B. M. (2010). Structural equation modeling with AMOS: Basic concepts, applications, and programming. New York: Routledge, Taylor & Francis Group.

    Google Scholar 

  • Carlile, P.R., & Christensen, C.M. (2005). The cycles of theory building in management research. harward business school, working paper no. 05–057. Retrieved from http://www.hbs.edu/research/pdf/05-057.pdf. Accessed 1 May 2011.

  • Carlson, J., & O’Cass, A. (2010). Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites. Journal of Services Marketing, 24(2), 112–127.

    Article  Google Scholar 

  • Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260–275.

    Article  Google Scholar 

  • Coughlan, R. (2005). Employee loyalty as adherence to shared moral values. Journal of Managerial Issues, 17(1), 43–57.

    Google Scholar 

  • Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e-service quality (PeSQ)—measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340.

    Article  Google Scholar 

  • Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effect of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.

    Article  Google Scholar 

  • Dabholkar, P. A. (1995). The convergence of customer satisfaction and service quality evaluations with increasing customer patronage. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 8, 32–43.

    Google Scholar 

  • Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16.

    Article  Google Scholar 

  • Dabholkar, P. A., Shepherd, D. C., & Thorpe, D. I. (2000). A comprehensive framework for service quality an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.

    Article  Google Scholar 

  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.

    Article  Google Scholar 

  • Delone, W. H., & McLean, E. R. (1992). Information systems success: the quest for the dependent variable. Information Systems Research, 3(1), 60–95.

    Article  Google Scholar 

  • Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems, 19(4), 9–30.

    Google Scholar 

  • Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113.

    Article  Google Scholar 

  • Ding, Y., & Straub, D. (2008). Quality of IS in services: theory and validation of constructs for service, information and system. Paris: Proceedings of the 29th International Conference on Information Systems, 1089–1098, Association for Information Systems.

  • DiStefano, C., Zhu, M., & Mîndrilă, D. (2009). Understanding and using factor scores: considerations for the applied researcher. Practical Assessment, Research & Evaluation, 14(20), 1–11.

    Google Scholar 

  • Dünnebeil, S., Sunyaev, A., Blohm, I., Leimeister, J. M., & Krcmar, H. (2012). Determinants of physicians’ technology acceptance for e-health in ambulatory care. International Journal of Medical Informatics, 81(11), 746–760.

    Article  Google Scholar 

  • Durvasula, S., Lysonski, S., Mehta, S. C., & Tang, B. P. (2004). Forging relationships with services: the antecedents that have an impact on behavioural outcomes in the life insurance industry. Journal of Financial Services Marketing, 8(4), 314–326.

    Article  Google Scholar 

  • Evanschitzky, H., Gopalkrishnan, I. R., Hesse, J., & Ahlert, D. (2004). E-satisfaction: a re-examination. Journal of Retailing, 80(3), 239–247.

    Article  Google Scholar 

  • Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research. Reading: Addison-Wesley.

    Google Scholar 

  • Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing, 60, 7–18.

    Article  Google Scholar 

  • Francis, E. J. (2007). Internet retailing quality: one size does not fit all. Managing Service Quality, 17(3), 341–355.

    Article  Google Scholar 

  • Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3(1), 27–51.

    Google Scholar 

  • Glaser, B. G., & Strauss, A. L. (1967). The discovery of grounded theory: Strategies for qualitative research. London: Aldine Transaction.

    Google Scholar 

  • Gounaris, S., & Dimitriadis, S. (2003). Assessing service quality on the web: evidence from business-to-consumer portals. Journal of Services Marketing, 17(5), 529–548.

    Article  Google Scholar 

  • Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.

    Article  Google Scholar 

  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2009). Multivariate data analysis. Upper Saddle River: Prentice-Hall.

    Google Scholar 

  • Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27–42.

    Article  Google Scholar 

  • Harris, L. C., & Goode, M. M. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing, 80(2), 139–158.

    Article  Google Scholar 

  • Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, E. W., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164–174.

    Google Scholar 

  • Ho, R. (2006). Handbook of univariate and multivariate data analysis and interpretation with SPSS. Boca Raton: Taylor & Francis Group.

    Book  Google Scholar 

  • Holden, R. J., & Karsh, B. T. (2010). The technology acceptance model: its past and its future in health care. Journal of Biomedical Informatics, 43(1), 159–172.

    Article  Google Scholar 

  • Hsieh, P. A. J. J., Rai, A., Petter, S., & Zhang, T. (2012). Impact of user satisfaction with mandated CRM use on employee service quality. MIS Quarterly, 36(4), 1065–1080.

    Google Scholar 

  • Hsu, C. L., Chang, K. C., & Chen, M. C. (2012). The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators. Information Systems and e-Business Management, 10(4), 549–570.

    Article  Google Scholar 

  • Ives, B., Olson, M. H., & Baroudi, J. J. (1983). The measurement of user information satisfaction. Communications of the ACM, 26(10), 785–793.

    Article  Google Scholar 

  • Jaccard, J., & Jacoby, J. (2011). Theory construction and model-building skills: A practical guide for social scientists. New York: The Guilford Press.

    Google Scholar 

  • Jackson, D. L. (2003). Revisiting sample size and number of parameter estimates: some support for the N:q hypothesis. Structural Equation Modelling, 10(1), 128–141.

    Article  Google Scholar 

  • Jayawardhena, C. (2004a). Measurement of service quality in internet banking: the development of an instrument. Journal of Marketing Management, 20(1–2), 185–207.

    Article  Google Scholar 

  • Jayawardhena, C. (2004b). Personal values’ influence on e‐shopping attitude and behaviour. Internet Research, 14(2), 127–138.

    Article  Google Scholar 

  • Jiang, J. J., Klein, G., & Carr, C. L. (2002). Measuring information system service quality: SERVQUAL from the other side. MIS Quarterly, 26(2), 145–166.

    Article  Google Scholar 

  • Jones, H., & Farquhar, J. D. (2003). Contact management and customer loyalty. Journal of Financial Services Marketing, 8(1), 171–178.

    Article  Google Scholar 

  • Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5–6), 737–766.

    Article  Google Scholar 

  • Kettinger, W. J., & Lee, C. C. (2005). Zones of tolerance: alternative scales for measuring information systems service quality. MIS Quarterly, 29(4), 607–623.

    Google Scholar 

  • Kline, R. B. (2011). Principles and practice of structural equation modeling. New York: The Guilford Press.

    Google Scholar 

  • Kotler, P., Armstrong, G., Saunders, J., & Wong, V. (2001). Principles of marketing. Harlow: Pearson Education.

    Google Scholar 

  • Ladhari, R. (2010). Developing e-service quality scales: a literature review. Journal of Retailing and Consumer Services, 17(6), 464–477.

    Article  Google Scholar 

  • Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161–176.

    Article  Google Scholar 

  • Li, E. Y. (1997). Perceived importance of information system success factors: a meta analysis of group differences. Information & Management, 32(1), 15–28.

    Article  Google Scholar 

  • Li, Y. N., Tan, K. C., & Xie, M. (2002). Measuring web-based service quality. Total Quality Management, 13(5), 685–700.

    Article  Google Scholar 

  • Liang, C. J., & Chen, H. J. (2009). A study of the impacts of website quality on customer relationship performance. Total Quality Management & Business Excellence, 20(9), 971–988.

    Article  Google Scholar 

  • Liu, C., & Arnett, K. P. (2000). Exploring the factors associated with web site success in the context of electronic commerce. Information & Management, 38(1), 23–33.

    Article  Google Scholar 

  • Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual: a measure of website quality. Marketing Theory and Applications, 13(3), 432–438.

    Google Scholar 

  • Madu, C. N., & Madu, A. A. (2002). Dimensions of e-quality. International Journal of Quality & Reliability Management, 19(3), 246–258.

    Article  Google Scholar 

  • Mallat, N., Rossi, M., Tuunainen, V. K., & Öörni, A. (2009). The impact of use context on mobile services acceptance: the case of mobile ticketing. Information & Management, 46(3), 190–195.

    Article  Google Scholar 

  • Marimon, F., Yaya, P. L. H., & Fa, M. C. (2012). Impact of e-quality and service recovery on loyalty: a study of e-banking in Spain. Total Quality Management, 23(7), 769–787.

    Article  Google Scholar 

  • Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131–142.

    Article  Google Scholar 

  • Molla, A., & Licker, P. S. (2001). E-commerce systems success: an attempt to extend and respecify the delone and maclean model of IS success. Journal of Electronic Commerce Research, 2(4), 131–141.

    Google Scholar 

  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.

    Article  Google Scholar 

  • Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: The McGraw-Hill Companies, Inc.

    Google Scholar 

  • Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33–44.

    Article  Google Scholar 

  • Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), 240–249.

    Article  Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.

    Article  Google Scholar 

  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

    Google Scholar 

  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.

    Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: a multi-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.

    Article  Google Scholar 

  • Park, C. H., & Kim, Y. G. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16–29.

    Article  Google Scholar 

  • Petter, S., Delone, W., & McLean, E. R. (2012). The past, present, and future of IS success. Journal of the Association for Information Systems, 13(5), 341–362.

    Google Scholar 

  • Petter, S., Delone, W., & McLean, E. R. (2013). Information systems success: the quest for the independent variables. Journal of Management Information Systems, 29(4), 7–61.

    Article  Google Scholar 

  • Pitt, L. F., Watson, R. T., & Kavan, B. C. (1995). Service quality: a measure of information systems effectiveness. MIS Quarterly, 19(2), 173–188.

    Article  Google Scholar 

  • Pitt, L. F., Watson, R. T., & Kavan, B. C. (1997). Measuring information systems service quality: concerns for a complete canvas. MIS Quarterly, 21(2), 209–221.

    Article  Google Scholar 

  • Rafiq, M., Lu, X., & Fulford, H. (2012). Measuring internet retail service quality using E-S-QUAL. Journal of Marketing Management, 28(9–10), 1159–1173.

    Article  Google Scholar 

  • Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: an empirical test and theoretical analysis. Information Systems Research, 13(1), 50–69.

    Article  Google Scholar 

  • Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21–31.

    Article  Google Scholar 

  • Reichheld, F. F., & Sasser, E. W. J. R. (1989). Zero defections: quality comes to services. Harward Business Review, 68(5), 105–111.

    Google Scholar 

  • Reichheld, F. F., & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harward Business Review, 78(4), 105–113.

    Google Scholar 

  • Rowley, J. (2006). An analysis of the e-service literature: towards a research agenda. Internet Research, 16(3), 339–359.

    Article  Google Scholar 

  • Rust, R. T., Moorman, C., & Dickson, P. R. (2002). Getting return on quality: revenue expansion, cost reduction, or both? Journal of Marketing, 66(4), 7–24.

    Article  Google Scholar 

  • Ruyter, K. D., Wetzels, M., & Bloemer, J. (1998). On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management, 9(5), 436–453.

    Article  Google Scholar 

  • Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality, 13(3), 233–246.

    Article  Google Scholar 

  • Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information Systems Research, 8(3), 240–253.

    Article  Google Scholar 

  • Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175.

    Article  Google Scholar 

  • Sirohi, N., McLaughlin, E. M., & Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74(2), 223–245.

    Article  Google Scholar 

  • Sohn, C., & Tadisina, S. K. (2008). Development of e-service quality measure for internet-based financial institutions. Total Quality Management, 19(9), 903–918.

    Article  Google Scholar 

  • Sousa, R., & Voss, C. (2012). The impacts of e-service quality on customer behaviour in multi-channel e-services. Total Quality Management, 23(7), 789–806.

    Article  Google Scholar 

  • Stamenkov, G., & Dika, Z. (2015). A sustainable e-service quality model. Journal of Service Theory and Practice, 25(4), 414–442.

    Article  Google Scholar 

  • Sutton, R. I., & Staw, B. M. (1995). What theory is not. Administrative Science Quarterly, 40(3), 371–384.

    Article  Google Scholar 

  • Swaid, S. I., & Wigand, R. T. (2009). Measuring the quality of e-service: scale development and initial validation. Journal of Electronic Commerce Research, 10(1), 13–28.

    Google Scholar 

  • Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309–322.

    Article  Google Scholar 

  • van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R. (1997). Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire. MIS Quarterly, 21(2), 195–208.

    Article  Google Scholar 

  • van Riel, A. C. R., Liljander, V., & Jurriëns, P. (2001). Exploring consumer evaluations of e-services: a portal site. International Journal of Service Industry Management, 12(4), 359–377.

    Article  Google Scholar 

  • Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: four longitudinal field studies. Management Science, 46(2), 186–204.

    Article  Google Scholar 

  • Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: toward a unified view. MIS Quarterly, 27(3), 425–478.

    Google Scholar 

  • Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178.

    Google Scholar 

  • Watson, R. T., Pitt, L. F., & Kavan, B. C. (1998). Measuring information systems service quality: lessons from two longitudinal case studies. MIS Quarterly, 22(1), 61–79.

    Article  Google Scholar 

  • Whetten, D. A. (1989). What constitutes a theoretical contribution? Academy of Management Review, 14(4), 490–495.

    Article  Google Scholar 

  • Wolfinbarger, M., & Gilly, M. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198.

    Article  Google Scholar 

  • Woodruff, R. B. (1997). Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139–153.

    Article  Google Scholar 

  • Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: a content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302–326.

    Article  Google Scholar 

  • Yang, Z., & Jun, M. (2002). Consumer perception of e-service quality: from internet purchaser and non-purchaser perspectives. Journal of Business Strategies, 19(1), 19–41.

    Google Scholar 

  • Yaya, P. L. H., Marimon, F., & Fa, M. C. (2012). Assessing e-service quality: the current state of E-S-QUAL. Total Quality Management, 23(12), 1363–1378.

    Article  Google Scholar 

  • Yee, R. W. Y., Yeung, A. C. L., & Cheng, E. T. C. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, 124(1), 109–120.

    Article  Google Scholar 

  • Yen, C. H., & Lu, H. P. (2008). Effects of e-service quality on loyalty intention: an empirical study in online auction. Managing Service Quality, 18(2), 127–146.

    Article  Google Scholar 

  • Yoo, B., & Donthu, N. (2001). Developing a scale to measure perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31–47.

    Google Scholar 

  • Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85.

    Article  Google Scholar 

  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.

    Article  Google Scholar 

  • Zhu, F. X., Wymer, W., & Chen, I. (2002). IT-based services and service quality in consumer banking. International Journal of Service Industry Management, 13(1), 69–90.

    Article  Google Scholar 

Download references

Acknowledgments

We would like to thank Mrs. Zorica Cerepnalkoska, Information Technology Division Manager in Komercijalna Banka AD Skopje, for her support throughout the research.

Author information

Authors and Affiliations

  1. South East European University, Ilindenska n.335, 1200, Tetovo, Republic of Macedonia

    Gjoko Stamenkov & Zamir Dika

Authors
  1. Gjoko Stamenkov
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Zamir Dika
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Gjoko Stamenkov.

Additional information

Responsible Editor: Markus Bick

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Stamenkov, G., Dika, Z. Bank employees’ internal and external perspectives on e-service quality, satisfaction and loyalty. Electron Markets 26, 291–309 (2016). https://doi.org/10.1007/s12525-016-0221-6

Download citation

  • Received:

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s12525-016-0221-6

Keywords

JEL Classification

Search

Navigation