Abstract
This study applying E-S-QUAL scale to analysis the factors affecting consumers to use internet banking services. Four factors were identified: e-service quality, e-customer satisfaction, perceived value and e-loyalty. Structural equation modelling (SEM) was computed to determine the relationships among these factors. The main results are as follows: there is 1) a positive relationship between e-service quality and e-customer satisfaction; 2) a positive relationship between e-service quality and e-loyalty; 3) a positive relationship between e-service quality and perceived value; 4) a positive relationship between e-service quality and e-customer satisfaction; The findings aim to enhance service quality and performance in internet banking services.
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