KUALITAS LAYANAN E-BANKING DI ERA E-SERVICE: TRANSFORMASI PENDEKATAN RISET EMPIRIS SERVQUAL, BSQ & E-S-QUAL
Abstract
Electronic service (e-service) via a web channel is one of the options that many companies
use to provide service and support to customers. E-service is becoming increasingly important not
only in determining the success or failure of electronic commerce, but also in providing consumers
with a superior experience with respect to the interactive flow of information. The purpose of this
paper is to review research and is to gather conceptual perspectives on the role and nature of e-service,
and the e-service experience. Recent advances in technology have created a surge in technology-based
self-service or e-service, and there is an increasing recognition of its role in differentiation and
customer interfaces. In order to understand e-service experiences it is necessary to go beyond studies
of e-service quality dimensions and to also take into account the inherent characteristics of e-service
delivery and the factors that differentiate one service experience from another. The paper reviews the
factors that impact on the nature of the e-service experience, taking a wider perspective than that
adopted by many researcher on e-service when they focus on the identification of the dimensions of eservice
quality. In order to manage the e-service experience it is important to develop a clear
articulation of the nature, boundaries, components and elements of specific e-service experiences, and
to further investigate the interaction between these factors and service quality dimensions.