In today’s hyper competitive world successfully managing the service quality for e-transaction is very important for the success of banks. Researchers in past have advocated on the importance and relations of measurement and monitoring of e-service quality with profitability and competitiveness, but very few researchers have attempted to explore the area of e-service quality in banks. It is necessary for banks to understand e-service quality factors to launch a e-service improvement drive. Also, it is necessary for the banks to understand their interrelationships and rank them and identify the key factor and take necessary actions for improvement. This paper presents a unique approach addressing all the needs such as: (a) Identification of e-service quality factors, (b) Understanding hierarchy structures for ranking, (c) DEMATEL for analyzing the cause and effect relationship among the identified factors of e-service quality. Further, this research also proposed TOPSIS (Technique for Order Preference by Similarity to an Ideal Solution) for comparison of banks. The findings of this paper have very implications and can help in guiding the banks for improvement of e-service quality.

在当今竞争激烈的世界中，成功管理电子交易的服务质量对于银行的成功至关重要。过去，研究人员一直提倡衡量和监控电子服务质量与获利能力和竞争力之间的重要性以及它们之间的关系，但是很少有研究人员尝试探索银行中电子服务质量的领域。银行必须了解电子服务质量因素，才能启动电子服务改进计划。此外，银行有必要了解它们之间的相互关系并对其进行排名，并确定关键因素并采取必要的改进措施。本文提出了一种解决所有需求的独特方法，例如：（a）识别电子服务质量因素，（b）了解分级结构以进行排名，（c）DEMATEL，用于分析确定的电子服务质量因素之间的因果关系。此外，这项研究还提出了TOPSIS（通过相似于理想解决方案的订单偏好技术（）比较银行。本文的研究结果具有非常重要的意义，可以帮助指导银行提高电子服务质量。