A Scale for Measuring Internet Banking Service Quality: Literature Review and Validation with Indian Public Sector Banks

Sukanya Kundu and Saroj Kumar Datta
Additional contact information
Sukanya Kundu: Alliance School of Business, Alliance University, Bangalore, India
Saroj Kumar Datta: School of Business, Galgotias University, Greater Noida, India

Journal of Electronic Commerce in Organizations (JECO), 2014, vol. 12, issue 3, 12-39

Abstract: There have been many fragmented studies of Internet service quality which have resulted in several models with different combinations of constructs and items, some focusing on different perspectives, and many using different names for the same construct. Some of these models were developed for the specific context of Internet banking. This paper consolidates these fragmented studies of Internet service quality and Internet banking service quality and proposes a scale with nine constructs to measure Internet banking service quality. The scale compares expected service (E) with perceived service (P) across all nine constructs and measures perceived service quality based on P- E. The paper then validates the scale using exploratory and confirmatory factor analyses of 499 survey responses from Internet banking customers of five Indian public sector banks. The service quality scale was conceptualised as a nine-construct, 39-item scale. Through the purification process it was reduced to 34 items spread across nine constructs: availability, site aesthetics, ease of use, technical performance, reliability, privacy, trust, responsiveness, and customisation.

Date: 2014
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 4018/jeco.2014070102 (application/pdf)

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:igg:jeco00:v:12:y:2014:i:3:p:12-39

Access Statistics for this article

Journal of Electronic Commerce in Organizations (JECO) is currently edited by Pedro Isaías

More articles in Journal of Electronic Commerce in Organizations (JECO) from IGI Global
Bibliographic data for series maintained by Journal Editor ().