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The service quality of e-banks: an exploratory study


  • Philip Gerrard
  • J. Barton Cunningham


This 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.

Suggested Citation

  • Philip Gerrard & J. Barton Cunningham, 2005. "The service quality of e-banks: an exploratory study," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 1(1), pages 102-117.
  • Handle: RePEc:ids:ijfsmg:v:1:y:2005:i:1:p:102-117

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    Cited by:

    1. Aliasghar Aliakbarzadeh & Akbar Alem Tabriz, 2014. "Performance Evaluation and Ranking the Branches of Bank using FAHP and TOPSIS Case study: Tose Asr Shomal Interest-free Loan Fund," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(12), pages 199-217, December.


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