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Satisfaction And E-Quality: Some Evidence From Internet Banking


  • Pedro CRUZ

    (Business Administration Department, Instituto Politécnico de Viseu, Portugal)

  • Pablo MUÑOZ

    (Universidad de Salamanca, Spain)


The perceived quality has been described as a major determinant of the consumer satisfaction. We have integrated the perceived utility construct from Technology Acceptance Models (TAM) with perceived quality from SERVQUAL literature to describe perceived quality in eBank context. A specific scale has been developed and applied to an online survey at a major Portuguese eBank. 754 valid observations had been collected and structural equation modelling methodology was used. Perceived quality has been formalized as a second order construct and the results shows that it is manifested on products and services, convenience and trust in the information.

Suggested Citation

  • Pedro CRUZ & Pablo MUÑOZ, 2006. "Satisfaction And E-Quality: Some Evidence From Internet Banking," Revista Tinerilor Economisti (The Young Economists Journal), University of Craiova, Faculty of Economics and Business Administration, vol. 1(6), pages 9-13, April.
  • Handle: RePEc:aio:rteyej:v:1:y:2006:i:5:p:9-13

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    eBank; private consumer behaviour; satisfaction; perceived quality; structural equation modelling.;

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • G24 - Financial Economics - - Financial Institutions and Services - - - Investment Banking; Venture Capital; Brokerage


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