TY - GEN
T1 - Service quality in Internet e-banking
T2 - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05
AU - LIAO, Victor
AU - Cheung, Michael Tow
N1 - Copyright:
Copyright 2011 Elsevier B.V., All rights reserved.
PY - 2005
Y1 - 2005
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=30944444603&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:30944444603
SN - 0769522742
SN - 9780769522746
T3 - Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05
SP - 628
EP - 631
BT - Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05
Y2 - 29 March 2005 through 1 April 2005
ER -