The service quality of e-banks: an exploratory study
AbstractThis study develops a model for measuring the service quality of e-banks. Our model's seven factors are very consistent with the four core factors of the generic e-SERVQUAL model, but less consistent with its three non-core factors. Appearances and staff qualities, being new factors identified in this study, should be useful to e-bank management because they are factors uniquely relevant for e-bank customers. The seven factors emerged from a content analysis of comments made by consumers about their e-banking experiences.
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Bibliographic InfoArticle provided by Inderscience Enterprises Ltd in its journal Int. J. of Financial Services Management.
Volume (Year): 1 (2005)
Issue (Month): 1 ()
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Web page: http://www.inderscience.com/browse/index.php?journalID=76
e-banking; service quality; new technologies; financial services; internet banking; Singapore.;
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