Measuring service quality in internet banking: The case of hong kong

Noel Y M SIU*, Jeremy Chi Wah Mou

*Corresponding author for this work

    Research output: Contribution to journalJournal articlepeer-review

    66 Citations (Scopus)


    Past research on measuring service quality in Internet banking is scarce. This study adapts the dimensions of the SERVQUAL (Zeithaml et al., 2000, 2002) and attempts to examine customers service quality perceptions in Internet banking, as well as the impact of these perceptions on customer satisfaction and future consumption intentions. Hong Kong, a regional trading and services hub in Asia, is adopted as a case study. Four analytical dimensions are identified: credibility, efficiency, problem handling and security. Findings indicate that all dimensions except security are found to be important in determining overall service quality perceptions. Credibility, problem handling and security have significant impact on customer satisfaction. Moreover, security and efficiency are significantly associated with future consumption behavior. Implications are discussed and recommendations are offered for improving Internet banking services.

    Original languageEnglish
    Pages (from-to)99-116
    Number of pages18
    JournalJournal of International Consumer Marketing
    Issue number4
    Publication statusPublished - 15 Aug 2005

    Scopus Subject Areas

    • Management Information Systems
    • Marketing

    User-Defined Keywords

    • Customer satisfaction
    • Future consumption behavior
    • Hong Kong
    • Internet banking
    • Service quality


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