TY - JOUR
T1 - Measuring service quality in internet banking
T2 - The case of hong kong
AU - Siu, Noel Yee Man
AU - Mou, Jeremy Chi Wah
N1 - Copyright:
Copyright 2017 Elsevier B.V., All rights reserved.
PY - 2005/8/15
Y1 - 2005/8/15
N2 - 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.
AB - 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.
KW - Customer satisfaction
KW - Future consumption behavior
KW - Hong Kong
KW - Internet banking
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=34547912747&partnerID=8YFLogxK
U2 - 10.1300/J046v17n04_06
DO - 10.1300/J046v17n04_06
M3 - Journal article
AN - SCOPUS:34547912747
SN - 0896-1530
VL - 17
SP - 99
EP - 116
JO - Journal of International Consumer Marketing
JF - Journal of International Consumer Marketing
IS - 4
ER -