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Reliability Of Ebankqual Scale: Retesting In Internet Banking Service Settings

Author

Listed:
  • Vijay M. KUMBHAR

    (Abasaheb Marathe College, Rajapur, Maharashtra, India)

Abstract

The purpose of this study was to test reliability and validity of eBankQual scale. Basically this scale was developed for measurement of service quality and customer satisfaction in e-banking. In the present study, author has conducted survey of internet banking users and examined reliability and validity of eBankQual scale. This scale was tested using Cronbach’s alpha reliability test which is well-known test. 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, Brand perception and Perceived value are most important dimensions of eBankQual Scale and it is reliable and valid for its further use.

Suggested Citation

  • Vijay M. KUMBHAR, 2012. "Reliability Of Ebankqual Scale: Retesting In Internet Banking Service Settings," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 2(2), pages 13-24, June.
    • Handle: RePEc:rom:bemann:v:2:y:2012:i:2:p:13-24
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    References listed on IDEAS

    as
    1. Kumbhar, Vijay, 2011. "Structural equation modeling of eBankQual scale: a study of E-Banking in India," MPRA Paper 32714, University Library of Munich, Germany.
    2. Steven Li & Andrew C. Worthington, 2004. "The relationship between the adoption of Internet banking and electronic connectivity: - An international comparison," School of Economics and Finance Discussion Papers and Working Papers Series 176, School of Economics and Finance, Queensland University of Technology.
    3. Anssi Mattila & Minna Mattila, 2005. "How perceived security appears in the commercialisation of internet banking," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 1(1), pages 89-101.
    4. Mohammed Sadique Khan & Siba Sankar Mahapatra & Sreekumar, 2009. "Service quality evaluation in internet banking: an empirical study in India," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 2(1), pages 30-46.
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    Cited by:

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    2. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.

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    More about this item

    Keywords

    E-service quality; eBankQual; Scale reliability; Internet banking; Customer satisfaction;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General

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