Refinement and Retesting of “eBankQual” Scale in Internet Banking Service Settings

Kumbhar, Vijay (2012): Refinement and Retesting of “eBankQual” Scale in Internet Banking Service Settings.

Abstract

The eBankQual scale was developed for measurement of service quality and customers’ satisfaction in e-banking service setting. This scale was tested in earlier study and found good predictive ability. However, testing and retesting must be required to prove either this scale having strong predictive ability or not. Therefore, the present study was undertaken to retesting of eBankQual scale. In the present study, this scale was tested in internet banking service setting. This scale was tested using Cronbach’s alpha reliability test and Structural Equation Modeling (SEM) using SPSS-20 and Amos-20. 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 and Perceived value are reliable dimensions of eBankQual Scale and it having good predictive ability in determination of customers’ satisfaction in Internet Banking service.

• Item Type: MPRA Paper
• Language: English
• Keywords: E-service Quality, eBankQual, Scale Reliability, Internet Banking, Customer Satisfaction
• Subjects: G - Financial Economics > G0 - General; G - Financial Economics > G2 - Financial Institutions and Services > G20 - General; G - Financial Economics > G2 - Financial Institutions and Services > G21 - Banks ; Depository Institutions ; Micro Finance Institutions ; Mortgages

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