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A Conceptual Framework for E-Service Quality: Special Reference to Switching Intention in Online Trading

A Conceptual Framework for E-Service Quality: Special Reference to Switching Intention in Online Trading

Sudeshna Dutta, Dhananjay Beura
Copyright: © 2023 |Pages: 22
ISBN13: 9781668458532|ISBN10: 1668458535|ISBN13 Softcover: 9781668458549|EISBN13: 9781668458556
DOI: 10.4018/978-1-6684-5853-2.ch001
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MLA

Dutta, Sudeshna, and Dhananjay Beura. "A Conceptual Framework for E-Service Quality: Special Reference to Switching Intention in Online Trading." Handbook of Research on the Interplay Between Service Quality and Customer Delight, edited by Sarmistha Sarma and Neha Gupta, IGI Global, 2023, pp. 1-22. https://doi.org/10.4018/978-1-6684-5853-2.ch001

APA

Dutta, S. & Beura, D. (2023). A Conceptual Framework for E-Service Quality: Special Reference to Switching Intention in Online Trading. In S. Sarma & N. Gupta (Eds.), Handbook of Research on the Interplay Between Service Quality and Customer Delight (pp. 1-22). IGI Global. https://doi.org/10.4018/978-1-6684-5853-2.ch001

Chicago

Dutta, Sudeshna, and Dhananjay Beura. "A Conceptual Framework for E-Service Quality: Special Reference to Switching Intention in Online Trading." In Handbook of Research on the Interplay Between Service Quality and Customer Delight, edited by Sarmistha Sarma and Neha Gupta, 1-22. Hershey, PA: IGI Global, 2023. https://doi.org/10.4018/978-1-6684-5853-2.ch001

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Abstract

Rising income is driving the demand for online trading services across all income brackets. After the demand of online trading, many brokers have entered the cutthroat competition, high customer expectation, and dynamic technological changes have forced brokers to thrive on service quality. Online brokerage service as opted as an appropriate research framework for two main reasons. First, online brokerage is a service-intensive, fast-growing industry that is well suited for current research purposes. Second, there are few empirical studies measuring quality of service aspects and customer satisfaction and switching intention in the context of online securities. A relevant conceptual framework was outlined from extant literature which reveals an association between overall e-service quality, customer satisfaction and switching intension. Key dimensions were identified in the research which will add to the existing body of literature of service marketing. The finding of the research adds more depth in the body of literature of e-service quality in the online brokerage sector.

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