Student evaluation of e-service quality criteria in Uganda: the case of automatic teller machines

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dc.contributor.authorKatono, Isaac Wasswa
dc.date.accessioned2018-08-15T10:59:11Z
dc.date.available2018-08-15T10:59:11Z
dc.date.issued2010-03
dc.descriptionThis study aims to identify the most important e-service quality evaluation dimensions in an emerging market context, focusing specifically on automatic teller machines (ATMs).en_US
dc.description.abstractPurpose – This study aims to identify the most important e-service quality evaluation dimensions in an emerging market context, focusing specifically on automatic teller machines (ATMs). Design/methodology/approach – The study employs a triangulation approach, using both qualitative and quantitative methods based on a convenience sample composed mainly of students at Uganda Christian University. Instrument development was based on the results of a qualitative study. The psychometric properties of this instrument were assessed using exploratory factor analysis followed by cross-validation using confirmatory factor analysis. This was followed by hierarchical linear regression to identify the most important dimensions of e-service quality. Findings – The study establishes that tangibles, card issues, reliability and location are the most important student service quality evaluation dimensions of ATMs in Uganda. Research limitations/implications – The study utilized a convenience sample of mainly college age students; however, many of them are working and engaged in business activities. Practical implications – Managers should consider the identified dimensions when designing an ATM network to encourage usage of ATM facilities and decongest their banks. Originality/value – This study is one of the few of its nature in an emerging market context.en_US
dc.identifier.citationKatono. Student evaluation of e-service quality criteria in Uganda: the case of automatic teller machines. International Journal of Emerging Markets Vol. 6 No. 3, pp. 200-216 Emerald Group Publishing Limited. (2011) DOI: 10.1108/17468801111144049en_US
dc.identifier.urihttps://hdl.handle.net/20.500.11951/361
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Limiteden_US
dc.subjectE-service qualityen_US
dc.subjectCustomer satisfactionen_US
dc.subjectATM - Ugandaen_US
dc.titleStudent evaluation of e-service quality criteria in Uganda: the case of automatic teller machinesen_US
dc.typeArticleen_US
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The final, definitive version of this paper has been published in International Journal of Emerging Markets Vol. 6 No. 3, pp. 200-216 (2011). Published by Emerald Group Publishing Limited. DOI: 10.1108/17468801111144049. All rights reserved.
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