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Measuring the quality of e‐banking portals

Hans H. Bauer (Department of Marketing, School of Business Administration, University of Mannheim, Mannheim, Germany)
Maik Hammerschmidt (Department of Marketing, School of Business Administration, University of Mannheim, Mannheim, Germany)
Tomas Falk (Department of Marketing, School of Business Administration, University of Mannheim, Mannheim, Germany)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 1 March 2005

9975

Abstract

Purpose

In the internet economy, the business model of web portals has spread rapidly over the last few years. Despite this, there have been very few scholarly investigations into the services and characteristics that transform a web site into a portal as well as into the dimensions that determine the customer's evaluation of the portal's service quality.

Design/methodology/approach

Based on an empirical study in the field of e‐banking, the authors validate a measurement model for the construct of web portal quality based on the following dimensions: security and trust, basic services quality, cross‐buying services quality, added value, transaction support and responsiveness.

Findings

The identified dimensions can reasonably be classified into three service categories: core services, additional services, and problem‐solving services.

Originality/value

The knowledge of these dimensions as major determinants of consumer's quality perception in the internet provides banks a promising starting point for establishing an effective quality management for their e‐businesses.

Keywords

Citation

Bauer, H.H., Hammerschmidt, M. and Falk, T. (2005), "Measuring the quality of e‐banking portals", International Journal of Bank Marketing, Vol. 23 No. 2, pp. 153-175. https://doi.org/10.1108/02652320510584395

Publisher

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Emerald Group Publishing Limited

Copyright © 2005, Emerald Group Publishing Limited

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