Research Article Open Access

Using E-S-QUAL to Measure Internet Service Quality of EBanking Web Sites in Greece

Abstract

The way services are delivered to people has changed diffusion of information and communication technologies. The banking industry has fully adopted and developed the applications and practices of ICTs, in order to provide more qualitative and usable online services. It would greatly enhance the credibility of banks to understand service quality issues within this new delivery channel. This paper investigates bank websites' service quality through the use of E-S-QUAL and E-RecS-QUAL scales. These two scales, while created just for measuring e-services quality, were adopted and adjusted for our research to explore the dimensions that influence customers' overall e-service quality perceptions of bank websites. 487 valid answers were collected, from a volume of 800 structured questionnaire that were handed out to registered users of e-banking systems in Greece. At first, it is presented how all dimensions of both scales are operationilized. A Factor and Correlation analysis followed by a Multiple Regression analysisi have been applied on the seven dimension of E-S-QUAL and e-RecS-QUAL scales. The results suggest the existence of a strong and positive correlation between them and the overall perception of banking websites. The dimension that yielded the highest impact was "Contact" followed by "Responsiveness". Moreover, such a research can help identify websites’ strengths and weaknesses and suggest ideas for improvement.

DIMITRIS PASCHALOUDIS, MARIA TSOURELA,

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