E-Relationship Quality And Its Antecedents: An Empirical Investigation In Internet Banking Context

Abstract

Research offers some indication that service quality can be a strong predictor of building long-term relationships with the customer, but there is much empirical support available to show the process of building relationship quality on the online platforms in the Indian context. The present study, theoretical investigate the most frequently studied dimensions of relationship quality that is trust, satisfaction, and commitment in an online context. Then, discuss their antecedents (website characteristics). Thereafter, it will empirically investigate the impact of website characteristics on e-relationship quality. To analyze these relationships, online and offline survey has been conducted. With the help of exploratory and confirmatory factor analyses, the study analyses e-relationship quality as third-order construct and website characteristics as a second-order construct. Results from structural equation modeling identify the significant impact of website characteristics on e-relationship quality.