I would like to seek expert advise on the dimension of service Quality. In my study I have used the service Quality dimension of Parasuraman with exception to the factor of Empathy. The study being examination of continuance intention towards e-Banking lounge service in context of technology ready users hence empathy i.e. direct intervention and its related aspects have been excluded from the study. I have got the reference for the same but I need support for showing no impact of SQ dimension on Satisfaction and ultimately no effect on Continuance intention of the user.

Please share some base paper or references with similar context . Thanks in anticipation.