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The Development of E-Banking Services Quality Measurement Instrument: MPQe-BS

Author

Listed:
  • Domen Malc

    (Faculty of Economics and Business, University of Maribor, 2000 Maribor, Slovenia)

  • Jasmina Dlačić

    (Faculty of Economics and Business, University of Rijeka, 51000 Rijeka, Croatia)

  • Aleksandra Pisnik

    (Faculty of Economics and Business, University of Maribor, 2000 Maribor, Slovenia)

  • Borut Milfelner

    (Faculty of Economics and Business, University of Maribor, 2000 Maribor, Slovenia)

Abstract

Perceived service quality is a well-researched concept in the marketing literature. Several measurement scales have been proposed, including for banking services, but most apply to the physical service environment. On the other hand, there is a lack of instruments available to measure the quality of banking services in a digital environment. Nowadays, especially pushed by the COVID-19 situation and sustainable development goals promoted by the United Nations, digitalization of services is a new normal. It is often perceived as a green banking practice and a prerequisite to contribute to the SDGs and environment per se. The purpose of this paper is to develop and validate a perceived quality scale of e-banking services. The proposed measurement model was tested on a convenience sample of 335 respondents from Slovenia and Croatia via web-based questionnaires. Content validity, construct validity, dimensionality, and discriminant validity were assessed with EFA and CFA. The results prove that the instrument is appropriate for measuring the perceived quality of e-banking services. It measures six dimensions: efficiency, availability, contact, design, security, and fulfillment. Additional group analysis shows that the scale applies to different cultural contexts. The main limitation of the research is that the instrument measures only the perceived quality of e-banking services provided through online channels. The main theoretical and managerial implications are also discussed.

Suggested Citation

  • Domen Malc & Jasmina Dlačić & Aleksandra Pisnik & Borut Milfelner, 2023. "The Development of E-Banking Services Quality Measurement Instrument: MPQe-BS," Sustainability, MDPI, vol. 15(16), pages 1-19, August.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:16:p:12659-:d:1221859
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    References listed on IDEAS

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