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Learning from the past and present: measuring Internet banking service quality

Author

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  • Yu-Lung Wu
  • Yu-Hui Tao
  • Pei-Chi Yang

Abstract

The Internet has played a pivotal role in transforming banking services into e-services. While several studies have examined the effective measurement of e-banking service quality, their lack of a holistic view has hindered the accumulation of past knowledge. To address this issue, this study first reviews and summarizes the methodology, service quality dimensions, suggestions and limitations of seven e-banking service quality studies conducted in seven countries. An empirical study is then conducted to derive the first robust and comprehensive measure of e-banking service quality in Taiwanese context by compensating three shortcomings of a prior Taiwanese study. To improve our understanding of e-banking service quality, a comprehensive scheme is proposed that has managerial implications. The primary contribution of this study is to present a holistic view of e-service quality for e-banking with embedded cultural factors and to provide a rigorous measurement scale development procedure applicable to areas other than e-banking.

Suggested Citation

  • Yu-Lung Wu & Yu-Hui Tao & Pei-Chi Yang, 2010. "Learning from the past and present: measuring Internet banking service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 32(3), pages 477-497, August.
    • Handle: RePEc:taf:servic:v:32:y:2010:i:3:p:477-497
    DOI: 10.1080/02642069.2010.529434
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