International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

Frequency: 12
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 Volume 10, Issue 2 (February 2023), Pages: 147-155

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 Original Research Paper

Structure equation modeling (SEM) approach for evaluating and analyzing the effect of IT-based services in banking sector on customer service quality (SEVQUAL)

 Author(s): 

 Asma Zaheer *

 Affiliation(s):

 Department of Marketing, Faculty of Economics and Administration, King Abdulaziz University, Jeddah, Saudi Arabia

  Full Text - PDF          XML

 * Corresponding Author. 

  Corresponding author's ORCID profile: https://orcid.org/0000-0003-0264-7089

 Digital Object Identifier: 

 https://doi.org/10.21833/ijaas.2023.02.018

 Abstract:

This study is intended to explore the measures of IT-based service, perceived service quality, and customer satisfaction. The study further delves to analyze the relationship between IT-based services and their influence on service quality and customer satisfaction. The study is one of its kind as it explores SERVQUAL with customer satisfaction in the area of banking services. The sample was drawn from banking customers using digital applications for performing banking transactions. The data was collected from 294 respondents and analyzed through the maximum likelihood method using structural equation modeling (SEM) by using the capabilities of LISREL 8.80. The measurement model and structural model were assessed, and in the initial analysis unidimensionality, reliability, and validity of a research instrument were ascertained. The structural model advocates the presence of hypothesized relationships and it was concluded that customer experiences regarding IT-based services influence service quality and customer satisfaction. The results are interpreted on the basis of estimates generated by the statistical software. The finding of this research is in line with many other research works listed in the discussion section of this paper.

 © 2022 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords: IT-based services, SERVQUAL, Service quality, Customer satisfaction, LISREL 8.80, Banking sector

 Article History: Received 30 May 2022, Received in revised form 2 September 2022, Accepted 7 November 2022

 Acknowledgment 

No Acknowledgment.

 Compliance with ethical standards

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

 Citation:

 Zaheer A (2023). Structure equation modeling (SEM) approach for evaluating and analyzing the effect of IT-based services in banking sector on customer service quality (SEVQUAL). International Journal of Advanced and Applied Sciences, 10(2): 147-155

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 Figures

 Fig. 1 Fig. 2

 Tables

 Table 1 Table 2 Table 3 

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