1. bookVolume 5 (2016): Issue 3 (September 2016)
Journal Details
License
Format
Journal
eISSN
2336-9205
First Published
11 Mar 2014
Publication timeframe
3 times per year
Languages
English
access type Open Access

Monitoring the Quality of Services in Electronic Banking

Published Online: 23 Sep 2016
Volume & Issue: Volume 5 (2016) - Issue 3 (September 2016)
Page range: 99 - 119
Received: 10 Jun 2016
Accepted: 10 Jul 2016
Journal Details
License
Format
Journal
eISSN
2336-9205
First Published
11 Mar 2014
Publication timeframe
3 times per year
Languages
English
Abstract

Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction with them, in order to be able to monitor, correct and improve the performance of electronic banking. We start from the hypothesis that there are already developed theoretical models for measuring the quality of e-banking services but they must be adjusted to the specific environment that is analysed in order to obtain reliable and quality information. The qualitative and quantitative research methods are applied in this paper in order to a get adjusted theoretical model (instrument) for measuring the quality of electronic banking services. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking allows obtaining reliable data, and information in the particular environment. And the results are: significant information about the quality of e-banking, modified theoretical model, information about the dimensions of quality of e-banking, customer satisfaction, and pathways and guidelines for the improvement of e-banking. The measuring of quality of electronic banking services in not one time activity but repeated one, as permanent monitoring strategy. This research is widely applicable even though it was conducted in the context of Montenegrin e-banking, since most of the banks in Montenegro are owned by well-known European banks, and it is expected that the obtained knowledge and information can be generalized.

Keywords

JEL

1. Aldwani, A., Plavia P. (2002), Developing and Validating an Instument For Measurin User-Perceived Web Quality, Information & Menagement, Elsevier.10.1016/S0378-7206(01)00113-6Search in Google Scholar

2. Amaratunga, D., Baldry, D., Sarshar, M. & Newton, R (2002), Quantitative and Qualitative research in the built environment: application of mixed research approach, Work Study, Vol. 51, No 1, PP 17-31.Search in Google Scholar

3. Babakus, E., B. G.W. (1992), An empirical assessment of the SERVQUAL scale, Journal of Business Research 24.10.1016/0148-2963(92)90022-4Search in Google Scholar

4. Bauer, H., Hammerschmidt, M & Falk, T. (2005). Measuring the quality of E-banking portals. International Journal of Bank Marketing, Vol. 23, No. 2, pp. 153-175.10.1108/02652320510584395Search in Google Scholar

5. Caraman J.M. (1990), Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions, Journal of Retailing 66.Search in Google Scholar

6. Cronin, M. (2003), Transition and Globalisation, Routledge, London, and New YorkSearch in Google Scholar

7. Eriksson, L.T., & Wiederscheim-Paul, F. (1997), Att Utreda, Forska och Rapportera, Malmö: Liber Ekonomi.Search in Google Scholar

8. Grӧnroos, C. (1984), A Service Quality Model and its Marketing Implications, European Journal of Marketing, Volume 18, Iss:4.10.1108/EUM0000000004784Search in Google Scholar

9. Ho, C. T. B., and Lin, W. C. (2010) Measuring the Service Quality of Internet Banking: Scale.10.1108/09555341011008981Search in Google Scholar

10. Development and Validation. European Business Review, Vol. 22, No. 1, pp.5-24Search in Google Scholar

11. Johnson, R. (1995), The determinats of service quality: satisfiers and dissatisfiers. International journal of service industry management, Vol.6, No.5, 1995.Search in Google Scholar

12. Joseph, M., M. C., Joseph B. (1999), Service quality in the banking sector: the impact of technology on service delivery, International journal of bank marketing, Vol.17, No.4.10.1108/02652329910278879Search in Google Scholar

13. Keating, B., Rugimbana R., Quazi A. (2003), Differentiating between service quality and relationship quality in cyberspace, Managing Service Quality, 13, (3).10.1108/09604520310476481Search in Google Scholar

14. Kenova V., Jonasson P. (2006), Quality online banking services, Technical Report, Jonkoping International Business School.Search in Google Scholar

15. Lewis B.R. (1991), Service quality: An international comparison of bank customers’ expectations and perceptions, Journal of Marketing Management 7.10.1080/0267257X.1991.9964139Search in Google Scholar

16. Miles, M.B., & Huberman, A.M. (1994), Qualitative Data Analysis, Thousand Oaks, CA: SAGE Publications.Search in Google Scholar

17. Parasuraman, A., Valerie, A. Zeithaml, L. Berry, L. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, Vol.49 (4) Fall.10.2307/1251430Search in Google Scholar

18. Parasuraman, A., Zeithaml, V., Malhotra, A. (2000), E-S-QUAL A multiple-Item scale for assessing electronic service quality, University of Miami, University of North Carolina at Chapel Hill.Search in Google Scholar

19. Parasuraman, A., Zeithaml V., & Malhotra A. (2005), E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, Vol.7, No.3, pp. 213-233.10.1177/1094670504271156Search in Google Scholar

20. Parasuraman, A., Zeithaml, Valerie A., Berry Leonard L.(1991), Refinement and reassessment of the SERVQUAL scale, Journal of retailing, Vol.67, No.4.Search in Google Scholar

21. Parasuraman, A., Zeithaml, Valerie, A., Berry, L.(1991), Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model, Human resource management, Vol. 30, No.310.1002/hrm.3930300304Search in Google Scholar

22. Parasuraman, A., Zeithaml, Valerie, A., Berry, L.. (1990), Delivering quality services: Balancing customer perceptions and expectations, USA: Free Press.Search in Google Scholar

23. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988) “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Services Quality”, Journal of Retailing, Vol. 64 No. 1.Search in Google Scholar

24. Parasuraman, A., & Grewal, D. (2000), The impact of technology on the quality-value- loyalty chain: a research agenda, Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 168-174.Search in Google Scholar

25. Santos, J. (2003), E-service quality: a model of virual service quality dimensions, An international Journal, Vol 13, Iss 3, pp 233-246, MCB UP Ltd.10.1108/09604520310476490Search in Google Scholar

26. Sethi, J., Bhatia, N. (2008), „Elements of Banking and Insurance”, PHI Learning Private Limited, New Delhi.Search in Google Scholar

27. Yavas, U., Bilgin, Z., Shemwell, D.J. (1997), Service quality in the banking sector in an emerging economy: a Customer Survey, International journal of Bank marketing, 15∕16.10.1108/02652329710184442Search in Google Scholar

28. Waite, K., Harrison, T. (2002), Consumer expectations of online information provided by bank Web sites, Journal of Financial Services Marketing, Vol.6, No.4.10.1057/palgrave.fsm.4770061Search in Google Scholar

29. Wang, Y., Lo, H., & Hui, Y. (2003), The antecedents of service quality and their influences on bank reputation: evidence from the banking industry in China. Managing Service Quality, Vol. 13, No.1, pp.72-83.10.1108/09604520310456726Search in Google Scholar

30. Wolfinbarger, M. and Gilly, M., (2001), Shopping Online for Freedom, Control, and Fun, California Management Review Vol. 43, No. 2: 34-56.Search in Google Scholar

31. Yang, Z., and X. Fang (2004), Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services, International Journal of Service Industry Management, Vol. 15 No. 3, pp. 302-326.Search in Google Scholar

32. Yang, Z., and M. Jun (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, Vol. 19 No. 1, pp. 19-41.Search in Google Scholar

33. Yang, Z. M Jun, and R.T. Peterson (2004): Measuring customer perceived online service quality: scale development and managerial implications, International Journal of Operations & Production Management, Vol. 24 No. 11, pp. 1149-1174.Search in Google Scholar

34. Yang, Z. Yang, R.T. Peterson, and S. Cai (2003), Services quality dimensions of Internet retailing: An exploratory analysis, Journal of Services Marketing, Vol. 17 No. 7, pp. 685-70.Search in Google Scholar

35. Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2000), A Conceptual Framework for Understanding E-Service Quality: Implications for Future Research and Managerial Practice. Marketing Science Institute, Working paper, Report Number 00-115.Search in Google Scholar

Recommended articles from Trend MD

Plan your remote conference with Sciendo