Measuring Banks' Automated Service Quality: A Confirmatory Factor Analysis Approach

Abstract

Automated service quality has been recognised as the factor which determines the success or failure of electronic commerce. Those models currently available to measure automated service quality are limited in their focus, encompassing only one electronic channel – the internet – thereby ignoring attributes of the other automated service channels. In relation to the banking sector, research has identified that bank customers tend to use a combination of automated service channe ls. As such, this research strives to develop a comprehensive model of banking automated service quality taking into consideration the unique attributes of each delivery channel and other dimensions that have a potential influence on quality issues. The proposed model has been empirically tested for nidimensionality, reliability, and validity using confirmatory factor analysis.