Journal of Economics and Management Volume 21, No. 1 March, 2025

A Study the Relationship between E-Service Quality, E-Replies, Satisfaction, and Repurchasing Intention

Jung Yi, Wang

Ph.D. Program of Business, Feng Chia University, Taiwan

In recent years, the financial industry has undergone a rapid transformation with the emergence of financial technology and online banking. Online banking has several advantages over traditional banking, including convenience, a user-friendly interface, and the ability to conduct transactions at any time. This research aims to analyze the quality dimensions of online banking e-services, including e-response, e-satisfaction, and repurchase intention. The study collected data from 200 online banking service consumers, and statistical analyses were conducted using SPSS and Smart-PLS software. The study explores the relationships between different dimensions of online banking, e-service quality, e-response, e-satisfaction, and repurchase intention. The results of the study indicate that all dimensions have a positive and significant impact on repurchase intention. Furthermore, the study highlights the importance of e-service quality, which is the foundation for customers' understanding and use of online banking services. The research also found that customer service quality and e-response in online banking can significantly enhance customer satisfaction and repurchase intention.

Keywords：Electronic Service Quality, E-Response, Satisfaction, Repurchase Intention

JEL Classifications：M0, M31

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