Reliability of „EBANKQUAL” Scale: Retesting in Internet Banking Service Settings
Reliability of „EBANKQUAL” Scale: Retesting in Internet Banking Service Settings
Author(s): Vijay M. KumbharSubject(s): Economy, Financial Markets, Accounting - Business Administration, Marketing / Advertising
Published by: Facultatea de Management, Academia de Studii Economice din Bucuresti
Keywords: E-service quality; eBankQual; Scale reliability; Internet banking; Customer satisfaction;
Summary/Abstract: The purpose of this study was to test reliability and validity of eBankQual scale. Basically this scale was developed for measurement of service quality and customer satisfaction in e-banking. In the present study, author has conducted survey of internet banking users and examined reliability and validity of eBankQual scale. This scale was tested using Cronbach’s alpha reliability test which is well-known test. Result of the reliability and validity test shows that System Availability, E-Fulfillment, Accuracy, Efficiency, Security, Responsiveness, Easy to use, Convenience, Cost Effectiveness, Problem Handling, Compensation, Contact, Brand perception and Perceived value are most important dimensions of eBankQual Scale and it is reliable and valid for its further use.
Journal: Business Excellence and Management
- Issue Year: 2/2012
- Issue No: 2
- Page Range: 13-24
- Page Count: 12
- Language: English