PUBLICACIONES

How to measure service quality in Internet banking

J. Internacional: How to measure service quality in Internet banking

EDUARDO TORRES M., CRISTÓBAL BARRA V., ARTURO VASQUEZ P.

2010 - Internacional Journal Services and Standards. - Vol. 6, Nº 3/4, Pp 236-255

Abstract

This study aims at developing and testing a scale that measures service quality in internet banking. The scale is destined to help evaluate the performance of banks using internet platforms in the context of an emerging economy. The research is processed in two stages, a qualitative study on the basis of the Critical Incident Technique and a questionnaire applied to Chilean banks using internet services. The study results in six relevant, valid and reliable dimensions of service quality for internet banking: accessibility/availability, accuracy, products/services quality, responsiveness, security/privacy, and usability. The study yields three significant contributions: a) consumer feedback relevant to service quality of e-banking services; b) tested means of evaluating performance in internet banking platforms; c) an adaptable scale to various cultural contexts and stages of information systems development.

Keywords

Service quality, internet banking, e-banking, electronic banking, Chile, quality measures, electronic commerce, e-commerce, online banking, world wide web, security, privacy, usability, banks, internet platforms, emerging economies, critical incident t

¿Quieres seguir leyendo? [Accede a la publicación completa]

Corrupción en Startups. Lecciones para el Ecosistema de Innovación Chileno

Cuando hablamos de empresas startups la mayoría de los casos pensamos en jóvenes idealistas, expertos en alguna tecnología, impulsados por desarrollar nuevos productos y servic...

La importancia de la aplicación de innovación en las empresas para detectar oportunidades

La investigación plantea que la selección de mejores proyectos; la integración de grupos de interés externos y el desarrollo de políticas de incentivo al riesgo, ...

Todos los Derechos © 2014 | Departamento de Administración - Facultad de Economía y Negocios - Universidad de Chile - Diagonal Paraguay 257, torre 26, oficina 1101, piso 11, Santiago, Chile.