Title :
Service quality in Internet e-banking: a user-based core framework
Author :
Liao, Ziqi ; Cheung, Michael Tow
Author_Institution :
Dept. of Finance & Decision Sci., Hong Kong Baptist Univ., Hong Kong
fDate :
29 March-1 April 2005
Abstract :
This paper presents a user-based core framework for evaluating service quality in Internet e-banking. Empirical results suggest that perceived usefulness, ease of use, reliability, responsiveness, security and privacy, and continuous improvement of e-banking services significantly influence customer attitudes towards Internet e-banking. Given the presence of numerous obstacles, it is imperative to identify the determinants of service quality in order to deliver competitive Internet-based banking services.
Keywords :
Internet; bank data processing; customer services; electronic commerce; Internet; customer services; e-banking services; service quality evaluation; user-based core framework; Banking; Continuous improvement; Costs; Delay; Electronic mail; Finance; Privacy; Quality management; Security; Web and internet services;
Conference_Titel :
e-Technology, e-Commerce and e-Service, 2005. EEE '05. Proceedings. The 2005 IEEE International Conference on
Print_ISBN :
0-7695-2274-2
DOI :
10.1109/EEE.2005.120
