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 contributionpeer-review

11 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

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

Scopus Subject Areas

  • Engineering(all)

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