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

Victor LIAO; Michael Tow Cheung

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 proceeding › Conference contribution › peer-review

13 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 language	English
Title of host publication	Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05
Pages	628-631
Number of pages	4
Publication status	Published - 2005
Event	2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05 - Hong Kong, China Duration: 29 Mar 2005 → 1 Apr 2005

Publication series

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

Conference

Conference	2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05
Country/Territory	China
City	Hong Kong
Period	29/03/05 → 1/04/05

Scopus Subject Areas

Engineering(all)

Cite this

@inproceedings{e3796246a22747c290a6c9b370168722,

title = "Service quality in Internet e-banking: A user-based core framework",

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.",

author = "Victor LIAO and Cheung, {Michael Tow}",

note = "Copyright: Copyright 2011 Elsevier B.V., All rights reserved.; 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05 ; Conference date: 29-03-2005 Through 01-04-2005",

year = "2005",

language = "English",

isbn = "0769522742",

series = "Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05",

pages = "628--631",

booktitle = "Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05",

}

LIAO, V & Cheung, MT 2005, Service quality in Internet e-banking: A user-based core framework. in Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05. Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05, pp. 628-631, 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05, Hong Kong, China, 29/03/05.

Service quality in Internet e-banking : A user-based core framework. / LIAO, Victor; Cheung, Michael Tow.

Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05. 2005. p. 628-631 (Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05).

Research output: Chapter in book/report/conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Service quality in Internet e-banking

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AU - LIAO, Victor

AU - Cheung, Michael Tow

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.

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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 -

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

Abstract

Publication series

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Scopus Subject Areas

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