PUBLICACIONES

How to measure service quality in Internet banking

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

EDUARDO TORRES M., CRISTOBAL 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]

Sales Summit 2017 - Unegocios FEN UChile

El Centro de Desarrollo Gerencial (Unegocios) del Departamento de Administración la Facultad de Economía y Negocios de la Universidad de Chile realizará el 1er Seminario e...

Ingeniería Comercial de FEN lidera ranking de AméricaEconomía 2017

• La Universidad de Chile se posicionó como la mejor universidad del país según el ranking 2017 de la revista América Economía.  • En el subran...

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.