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Measurement of Service Quality in Internet Banking: The Development of an Instrument

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Abstract:

Service quality measurement in Internet banking services is an area of growing interest to researchers and managers. Building on a synthesis of the extant literature on service quality in traditional services and that of Internet delivered services, this study develops a battery of measures that can be used to measure customer service quality in e-banking services. The study shows that service quality in e-banking can be measured using twenty-one parsimonious measures spread across five dimensions, namely, access, Website interface, trust, attention and credibility. The article discusses the importance of these findings for practitioners and for future research on service quality in Internet delivered services.

Keywords: BANKING SERVICE QUALITY; E-BANKING; FINANCIAL SERVICES; INTERNET; MEASUREMENT; MEASUREMENT INSTRUMENT

Document Type: Research Article

DOI: http://dx.doi.org/10.1362/026725704773041177

Publication date: February 1, 2004

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