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

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