Measuring Service Quality in Internet Banking

Abstract

Past research on measuring service quality in Internet banking is scarce. This study adapts the dimensions of the SERVQUAL (Zeithaml et al., 2000, 2002) and attempts to examine customers service quality perceptions in Internet banking, as well as the impact of these perceptions on customer satisfaction and future consumption intentions. Hong Kong, a regional trading and services hub in Asia, is adopted as a case study. Four analytical dimensions are identified: credibility, efficiency, problem handling and security. Findings indicate that all dimensions except security are found to be important in determining overall service quality perceptions. Credibility, problem handling and security have significant impact on customer satisfaction. Moreover, security and efficiency are significantly associated with future consumption behavior. Implications are discussed and recommendations are offered for improving Internet banking services.

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