Measuring the service quality of internet banking: scale development and validation

Abstract

Purpose The purpose of this paper is to develop a multiple item scale for measuring internet banking service quality. Design/methodology/approach This research adopts the dimensions of electronic service quality (e‐service quality) and customer‐perceived service quality to develop a framework that can be used to measure internet banking service. Also, this research uses Taiwan's internet banking users as survey targets for its empirical studies. Findings Through the process of factor analysis, the refined scale is identified. There are five dimensions and 17 items in the measurement scale for measuring the service quality of internet banking. The five dimensions are named customer service, web design, assurance, preferential treatment, and information provision. Research limitations/implications Based on the understanding of the key service quality dimensions and the perception of customers toward e‐service quality, managers may discover methods to improve customer satisfaction, build customer trust, and create loyal customers. Originality/value This paper adapts an e‐service quality model as the basis to measure internet banking service. This method is more suitable than that of the previous studies that are based on the traditional service quality model.