Abstract
Service quality measurement in Internet banking services is an area of growing interest to researchers and managers. This research investigates the interrelationships between the dimensions comprising the Internet banking service quality construct through structural equation modelling. Five Internet service quality dimensions are identified: access, web interface, trust, attention and credibility. Credibility is modelled as an outcome of the causal
variables of access, web interface, trust and attention. Trust and attention emerges as key dimensions in explaining the credibility dimension. Access is found to be a common
antecedent of trust, attention and Web interface dimensions. Implications from the findings are offered.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the European Marketing Academy (EMAC) Conference 2006 Athens, Greece, 2006 |
| Publication status | Published - 2006 |
| Event | 35th European Marketing Academy Conference - Athens, Greece Duration: 23 May 2006 → 26 May 2006 |
Conference
| Conference | 35th European Marketing Academy Conference |
|---|---|
| Abbreviated title | EMAC 2006 |
| Country/Territory | Greece |
| City | Athens |
| Period | 23/05/06 → 26/05/06 |
| Other | Sustainable marketing leadership : a synthesis of polymorphous axioms, strategies and tactics |
Keywords
- service quality
- eBanking
- trust
- credibility