Title: The service quality of e-banks: an exploratory study

Authors: Philip Gerrard, J. Barton Cunningham

Addresses: 18 Kendal Avenue, Cleveleys, Fylde FY5 2LY, UK. ' School of Public Administration, University of Victoria, Victoria BC V8W 2Y2, Canada

Abstract: This study develops a model for measuring the service quality of e-banks. Our model|s seven factors are very consistent with the four core factors of the generic e-SERVQUAL model, but less consistent with its three non-core factors. Appearances and staff qualities, being new factors identified in this study, should be useful to e-bank management because they are factors uniquely relevant for e-bank customers. The seven factors emerged from a content analysis of comments made by consumers about their e-banking experiences.

Keywords: e-banking; service quality; new technologies; financial services; internet banking; Singapore.

DOI: 10.1504/IJFSM.2005.007987

International Journal of Financial Services Management, 2005 Vol.1 No.1, pp.102 - 117

Published online: 22 Oct 2005 *

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