Internet Banking Portal Service Quality: Scale Development and Validation

Abstract

The purpose of this research paper is to identify important
dimensions of internet banking portal service quality and to validate
scale for measuring internet banking portal service quality in India.
This research adopts the dimensions of online service quality,
internet banking service quality and web portal service quality to
develop a framework that can be used to measure internet banking
portal service quality. Data for the research was collected from a
sample of 400 bank customers of some selected Indian public and
private banks who use internet banking portal. Research model for
measuring internet banking portal service quality is confirmed and
validated using confirmatory factor analysis and ten important
dimensions of internet banking portal service quality are identified.
These include information quality, website design, ease of use,
reliability, security and privacy, interactive interrogation,
personalization/customization, basic service quality, other financial
products’ service quality and added values. A pool of indicators for
the antecedent factors of internet banking portal service quality
stood out, acting as a guide for Indian public and private sector
banks to improve their internet banking portal service quality. The
study provides reliable and valid scale for measuring internet
banking portal service.