20.500.12556/DKUM-87090 The development of e-banking services quality measurement instrument MPQe-BS 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. perceived quality customer satisfaction e-banking zaznana kakovost zadovoljstvo strank e-bančništvo true false true MDPI Angleški jezik Slovenski jezik Znanstveno delo 2024-02-16 15:57:01 2024-02-16 16:07:17 2024-02-17 03:18:10 0000-00-00 00:00:00 2023 0 0 Str. 1-20 Št 16, št. članka 12659 Letn. 15 2023 0000-00-00 Zaloznikova Objavljeno NiDoloceno 2023-07-08 2023-08-08 2023-08-21 005.336.3:336.71 164065027 10.3390/su151612659 2071-1050 Malc-2023-The_Development_of_E-Banking_Service.pdf Malc-2023-The_Development_of_E-Banking_Service.pdf 1 10B88B91D55F96E8131FB4B47DDF8D5B 9e65c7b6a89e222bb26eb99f7d95b37ab8fe96eab8ecd81d1b2732bd1c1308fb f21157fd-ccdc-11ee-b5a0-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=176228 https://doi.org/10.3390/su151612659 0 a4132673-ccdb-11ee-b5a0-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=176227 Ekonomsko-poslovna fakulteta 0 0 0