Learning from the past: Measuring Internet banking service quality

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 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 compensate for two shortcomings of a prior Taiwanese study. To improve understanding of e-banking service quality, a comprehensive scheme is proposed that has managerial implications.

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