Online Banking Service Quality Model

Since the rapid development of internet economy, e-banking portals have played a moreand more important role in banks operation. And, a lot of researches show that servicequality is increasingly developing into the key determinant in differentiating service offersand building competitive advantages.Because of the specialty of e-business, the general service quality dimensions can not beused in the on-line environment. Although several authors propose to discard the traditionalquality scales, they haven't reached agreement on developing new quality models forinternet-based services. Especially in the field of e-bank, there have been very few scholarlyinvestigations into the measurement of the quality of portals. Therefore, this research istrying to explore the customers' evaluation standard of e-banking service quality.Reviewing the views both from the academic and business field and analyzing thebusiness process of e-bank portal, this research validates a measurement model for servicequality of e-banking portals based on six dimensions including 31 items. Then an empiricalstudy has been done based on the following procedures: designing questionnaires, datacollection, and data analysis with methods of factor analysis, correlation, and linearregression. And then, suggestions were provided for effective quality management forE-banking.Finally, we hope the banks understand more about the standard the customers use toevaluate the e-service quality through the results of questionnaires. And, the knowledge ofthese dimensions as major determinants of customers' quality perception in the internetprovides banks a promising starting point for establishing an effective quality managementfor their e-business.