Measuring the quality of e‐banking portals

Abstract

PurposeIn the internet economy, the business model of web portals has spread rapidly over the last few years. Despite this, there have been very few scholarly investigations into the services and characteristics that transform a web site into a portal as well as into the dimensions that determine the customer's evaluation of the portal's service quality.Design/methodology/approachBased on an empirical study in the field of e‐banking, the authors validate a measurement model for the construct of web portal quality based on the following dimensions: security and trust, basic services quality, cross‐buying services quality, added value, transaction support and responsiveness.FindingsThe identified dimensions can reasonably be classified into three service categories: core services, additional services, and problem‐solving services.Originality/valueThe knowledge of these dimensions as major determinants of consumer's quality perception in the internet provides banks a promising starting point for establishing an effective quality management for their e‐businesses.

Impact of Total Quality Management and Service Quality in the Banking Sector

“…The growth in internet-based services has changed the way that banks and customers interact [39]. E-service is conceptualized as an interactive information service that provides a means to organizations that can build its service offerings and develop a competitive advantage [40]. The basic reason behind development of online services was the cost reduction and to delight customers through automation [41].…”

Customer’s Adoption of Mobile-Commerce A Study on Emerging Economy

“…The proliferation of, and rapid advances in, technology-based systems, especially those related to the internet, are leading to fundamental changes in how companies interact with customers [1][2][3]. Mobile phone usage has spread in a very broad manner both in developing and developed countries.…”

“…Many companies in the financial services sector have been quick to implement Internet capabilities, and electronic service is becoming a viable option for interaction between financial service providers and their customers [9]. Customer satisfaction and customer retention are increasingly developing into key success factors in e-banking [2]. Technology, in particular, has been increasingly employed in service organizations to enhance customer service quality and delivery, reduce costs, and standardize core service offerings [1], [9][10][11].…”

An Assessment of Customer Satisfaction and Net Banking Services in Select Banks with Special Reference to ATM Services

“…As far as banks in particular are concerned, during the second half of 1990s, the way of operating in the banking industry has undergone a fundamental change because of the advent of the Internet (Gunasekaran& Love, 1999). Taking into consideration the huge investments banks make in Internet infrastructure, customer satisfaction and retention are turning into the crucial factors for success in online banking meaning that the generation of positive customer value on the Internet requires the establishment of long-term customer relationships (Bauer, Hammerschmidt& Falk, 2005). Customer satisfaction is a critical issue in the success of any business system, traditional or online.…”