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What is ISQUAL Dimensions

Chapter 22
Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector
ISQUAL is Internet Service Quality Dimensions are Trustworthiness, Awareness, Accessibility, Rigidity, Navigation, Communication and Web Customization/Personalization.
Published in Chapter:
Impact of Internet Service Quality (IS-QUAL) on Client Satisfaction: Case from Indian Banking Services
Nilanjan Ray (Netaji Mahavidyalaya, India)
Copyright: © 2016 |Pages: 18
DOI: 10.4018/978-1-5225-0143-5.ch022
Abstract
The present study empirically observes the impact of internet banking service quality dimensions on Client Satisfaction (CS). This study explores the potential dimensions of Internet Service Quality (IS-QUAL) dimensions and examines its impact on client satisfaction and client behavioral intentions in the banking context in India. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and simple regression analysis. The findings revealed impact of IS-QUAL dimensions are namely Trustworthiness, Awareness, Accessibility, Rigidity, Navigation, Communication and Web Customization/Personalization on client satisfaction.
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