Adaptation of electronic service quality and electronic recovery service quality to internet banking services

The relatively numerous advantages of Web which are compared to the traditional marketplace have resulted in many enterpreneurs? effort of existence in this environment. Internetmade it possible for the previously unknown services to be offered. In services customersatisfaction which is related to success of the firms and consequently the importance of servicequality has not been questioned anymore. In order to deliver superior service quality, firmswhich have presence in the Web must understand how consumers perceive and evaluate servicequality. Multiple-item electronic service quality (E-S-QUAL) and service recovery (E-RecSQUAL)scales were adopted and emprically evaluated for their potential usefulness in anInternet banking environment. For achieving research objectives data were gathered from twoseparate samples consist of academicians and firms. For both samples applied online surveysresulted in respectively 2017 and 298 usable questionnaires. In order to evaluate proposedmodels fit to data, structural equation modeling was used. Both samples and adapted scalesdemonstrate good psychometric properties based of findings from variety of reliabilty andvalidity tests. Perceived value and customer loyalty constructs modeled with both scalesdimensions to test the interaction between them and significant results were achieved.Discussions were provided for the managerial use of results, and suggestions were made for thefuture researches devoted to electronic service quality.