How to measure service quality in Internet banking

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


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


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.


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

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