Service quality in Internet e-banking: A user-based core framework

Victor Liao*, Michael Tow Cheung

*Corresponding author for this work

    Research output: Chapter in book/report/conference proceedingConference proceedingpeer-review

    12 Citations (Scopus)

    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.

    Original languageEnglish
    Title of host publicationProceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05
    Pages628-631
    Number of pages4
    Publication statusPublished - 2005
    Event2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05 - Hong Kong, China
    Duration: 29 Mar 20051 Apr 2005
    https://ieeexplore.ieee.org/xpl/conhome/9634/proceeding

    Publication series

    NameProceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05

    Conference

    Conference2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05
    Country/TerritoryChina
    CityHong Kong
    Period29/03/051/04/05
    Internet address

    Scopus Subject Areas

    • Engineering(all)

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