Abstract:
Today, the increasing digitalization makes the service industry like banks provide e-banking services or
online banking in order to access the competitive advantage and dedicate much market share for themselves as it has
crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking
services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model
as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking
Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures
covers the trends in internet banking , E-service quality dimensions relating to e-banking services, e-Service Quality
Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction
between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty,
Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal
Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept
paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, esatisfaction,
and e-loyalty among the internet banking customers. Another part of this research will empirically test the
formulated hypotheses in the present research work.
