文章基本信息

标题：Examining Dimensions of Electronic Service Quality for Internet Banking Services
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作者：Mohd Shoki Md Ariff ; Mohd Shoki Md Ariff ; Leong Ooi Yun 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：65
页码：854-859
DOI：10.1016/j.sbspro.2012.11.210
语种：English
出版社：Elsevier
摘要：AbstractInternet banking is one of the increasingly important businesses in electronic commerce worldwide. Delivering effective electronic service quality (e-SQ) is essential to becoming, and remaining, competitive in internet banking service. From the banks perspective, to remain competitive, banks should try to make customers satisfied with their services and offerings, and this can be achieved by measuring and improving dimensions of internet banking e-SQ. Use of e-SQ instruments, such as E-SERVQUAL, to determine dimensions of e-SQ for internet banking require researchers to review variables proposed in the instruments in term of their content and constructs validities in different context of services and countries. Thus, this study examined the use of E-SERVQUAL scale to determine dimensions of e-SQ for internet banking services in Malaysia. It reviewed main theories and instruments of e-SQ and findings of the previous studies on the e-SQ dimensions used to measure internet banking in USA, Hong Kong, Taiwan, Sweden, Iran and UK. Based on these reviews, a conceptual model of eight dimensions – efficiency, fulfilment, system availability, privacy, responsiveness, contact, assurance, and website aesthetic – was developed to measure e-SQ for internet banking. The first six dimensions were adapted from E-SERVQUAL scale and the other two was added to the model as a result of review of e-SQ dimensions used for internet banking and discussion with e-SQ experts. The primary data of e-SQ was gathered from 265 internet banking users of a commercial bank in Malaysia using convenience sampling procedure. The finding revealed that dimensions of e-SQ for internet banking are assurance-fulfillment, efficiency-system availability, privacy, contact-responsiveness, and website aesthetics and guide. The result calls for reinterpretation and reorganization of E-SERVQUAL dimensions and items when they are used in examining dimensions of e-SQ for internet banking. This paper extends the use of E- SERVQUAL and the understanding on construct of e-SQ to examine dimensions of Malaysia's internet banking e-SQ.
关键词：Internet banking;e-service quality;E-SERVQUAL