A proposed model of e-service quality and e-trust for e-banking

Abstract

Banking system is the part of our daily economics and affects us in one or the other way. After the revolutionary work in the field of World Wide Web development and growth of Internet, banking system also got benefited of it and today we see a new and comparatively young banking system mostly driven by the Internet called e-Banking. Different studies showed that e-banking adoption decision is influenced by e-Trust and e-Service Quality. This paper investigates the relation among e-Trust, e-Service Quality and customer decision for the adoption of e-banking. A total of 266 responses and 260 valid responses were used to analyze the outcomes using SPSS-26 and Smart PLS3 Software. And as this study has taken into account those technologically educated respondents so their left scope to include other banking customers to be studied for the further study.