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| Author: | Jayawardhena, C. |
| Title: | Measurement of service quality in Internet banking: The development of an instrument |
| Journal: | Journal of Marketing Management
2004 : FEB, VOL. 20:1-2, p. 185-207 |
| Index terms: | Banking Internet Service Quality Measurement |
| Freeterms: | e-banking |
| Language: | eng |
| Abstract: | Service quality (hereafter as: serv-qual.) measurement in Internet banking services is an area of growing interest to researchers and managers. Building on a synthesis of the extant literature on serv-qual. in traditional services and that of Internet delivered services, this study develops a battery of measures that can be used to measure customer serv-qual. in e-banking services. The study shows that serv-qual. in e-banking can be measured using 21 measures spread across five dimensions, namely, access, Website interface, trust, attention and credibility. |
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