Publications

This article presents a thorough analysis of strategic decisions in the dynamic realm of electronic banking (ebanking),encompassing ATMs, Internet banking, and mobile banking. Examining varying levels of e-bankingsophistication, it explores strategic choices faced by banks, considering critical factors influencing decision-making.Drawing from existing literature, the study delves into dimensions of e-banking service quality, emphasizing theabsence of a universally applicable model. The research advocates further exploration for a standardizedmeasurement framework. Additionally, it investigates the evolving role of the Internet in altering customerparticipation in service delivery, stressing nuanced understanding of service quality. Customer satisfaction isidentified as pivotal, with the study establishing a direct link between service quality dimensions and long-termcustomer relationships. The article also explores perceived service value, highlighting its independent contributionto customer loyalty. Overall, it offers insights into strategic choices in e-banking, emphasizing seamless integrationof electronic channels and customer-centric approaches for enhanced service quality and satisfaction in the evolvinglandscape