Learning from the past and present: measuring Internet banking service quality

Yu-Lung Wu, Yu-Hui Tao and Pei-Chi Yang

The Service Industries Journal, 2010, vol. 32, issue 3, 477-497

Abstract: The Internet has played a pivotal role in transforming banking services into e-services. While several studies have examined the effective measurement of e-banking service quality, their lack of a holistic view has hindered the accumulation of past knowledge. To address this issue, this study first reviews and summarizes the methodology, service quality dimensions, suggestions and limitations of seven e-banking service quality studies conducted in seven countries. An empirical study is then conducted to derive the first robust and comprehensive measure of e-banking service quality in Taiwanese context by compensating three shortcomings of a prior Taiwanese study. To improve our understanding of e-banking service quality, a comprehensive scheme is proposed that has managerial implications. The primary contribution of this study is to present a holistic view of e-service quality for e-banking with embedded cultural factors and to provide a rigorous measurement scale development procedure applicable to areas other than e-banking.

Date: 2010
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DOI: 10.1080/02642069.2010.529434

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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