Abstract

The study investigated e-banking service quality dimensions that are relevant from the perspective of e-banking customers. The literature reveals that several dimensions have been proposed to measure e-banking service quality. However, it is important to identify the key e-banking service quality dimensions that banks can focus on to improve the quality of e-banking service. Eight dimensions, including user interface, ease of use, reliability, security and privacy, convenience, personalisation, fulfillment and responsiveness were examined. A structured questionnaire was used to collect data for the study. Initially, the items that make up the questionnaire were subjected to reliability test using Cronbach Alpha and some items were deleted. The final questionnaire was administered to 384 e-banking customers using Google Forms, but only 171 responded. The results of structural equation modeling show that security and privacy, convenience, fulfillment and responsiveness significantly influence perceived e-banking service quality. In contrast, user interface, ease of use, reliability and personalisation do not significantly influence perceived e-banking service quality. The e-banking service quality dimensions identified in this study are expected to provide a frame of reference for bank managers to assess their e-banking performance and to enhance customer experience.