The service quality of e-banks: an exploratory study

Philip Gerrard and J. Barton Cunningham

International Journal of Financial Services Management, 2005, vol. 1, issue 1, 102-117

Abstract: This study develops a model for measuring the service quality of e-banks. Our model's seven factors are very consistent with the four core factors of the generic e-SERVQUAL model, but less consistent with its three non-core factors. Appearances and staff qualities, being new factors identified in this study, should be useful to e-bank management because they are factors uniquely relevant for e-bank customers. The seven factors emerged from a content analysis of comments made by consumers about their e-banking experiences.

Keywords: e-banking; service quality; new technologies; financial services; internet banking; Singapore. (search for similar items in EconPapers)
Date: 2005
References: Add references at CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.inderscience.com/link.php?id=7987 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijfsmg:v:1:y:2005:i:1:p:102-117

Access Statistics for this article

More articles in International Journal of Financial Services Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().