The Development of E-Banking Services Quality Measurement Instrument: MPQe-BS

Domen Malc (), Jasmina Dlačić, Aleksandra Pisnik and Borut Milfelner
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Domen Malc: Faculty of Economics and Business, University of Maribor, 2000 Maribor, Slovenia
Jasmina Dlačić: Faculty of Economics and Business, University of Rijeka, 51000 Rijeka, Croatia
Aleksandra Pisnik: Faculty of Economics and Business, University of Maribor, 2000 Maribor, Slovenia
Borut Milfelner: Faculty of Economics and Business, University of Maribor, 2000 Maribor, Slovenia

Sustainability, 2023, vol. 15, issue 16, 1-19

Abstract: Perceived service quality is a well-researched concept in the marketing literature. Several measurement scales have been proposed, including for banking services, but most apply to the physical service environment. On the other hand, there is a lack of instruments available to measure the quality of banking services in a digital environment. Nowadays, especially pushed by the COVID-19 situation and sustainable development goals promoted by the United Nations, digitalization of services is a new normal. It is often perceived as a green banking practice and a prerequisite to contribute to the SDGs and environment per se. The purpose of this paper is to develop and validate a perceived quality scale of e-banking services. The proposed measurement model was tested on a convenience sample of 335 respondents from Slovenia and Croatia via web-based questionnaires. Content validity, construct validity, dimensionality, and discriminant validity were assessed with EFA and CFA. The results prove that the instrument is appropriate for measuring the perceived quality of e-banking services. It measures six dimensions: efficiency, availability, contact, design, security, and fulfillment. Additional group analysis shows that the scale applies to different cultural contexts. The main limitation of the research is that the instrument measures only the perceived quality of e-banking services provided through online channels. The main theoretical and managerial implications are also discussed.

Keywords: perceived quality; customer satisfaction; e-banking (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (1)

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