| Title: | The development of e-banking services quality measurement instrument : MPQe-BS |
|---|
| Authors: | ID Malc, Domen (Author)
ID Dlačić, Jasmina (Author)
ID Pisnik, Aleksandra (Author)
ID Milfelner, Borut (Author) |
|---|
| Files: |  Malc-2023-The_Development_of_E-Banking_Service.pdf (561,33 KB)
MD5: 10B88B91D55F96E8131FB4B47DDF8D5B
 https://doi.org/10.3390/su151612659
|
|---|
| Language: | English |
|---|
| Work type: | Scientific work |
|---|
| Typology: | 1.01 - Original Scientific Article |
|---|
| Organization: | EPF - Faculty of Business and Economics
|
|---|
| 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. |
|---|
| Keywords: | perceived quality, customer satisfaction, e-banking |
|---|
| Publication status: | Published |
|---|
| Publication version: | Version of Record |
|---|
| Submitted for review: | 08.07.2023 |
|---|
| Article acceptance date: | 08.08.2023 |
|---|
| Publication date: | 21.08.2023 |
|---|
| Publisher: | MDPI |
|---|
| Year of publishing: | 2023 |
|---|
| Number of pages: | Str. 1-20 |
|---|
| Numbering: | Letn. 15, Št 16, št. članka 12659 |
|---|
| PID: | 20.500.12556/DKUM-87090  |
|---|
| UDC: | 005.336.3:336.71 |
|---|
| ISSN on article: | 2071-1050 |
|---|
| COBISS.SI-ID: | 164065027 |
|---|
| DOI: | 10.3390/su151612659 |
|---|
| Publication date in DKUM: | 16.02.2024 |
|---|
| Views: | 621 |
|---|
| Downloads: | 56 |
|---|
| Metadata: |    |
|---|
| Categories: | Misc.
|
|---|
|
:
|
Copy citation |
|---|
| | | | Average score: | (0 votes) |
|---|
| Your score: | Voting is allowed only for logged in users. |
|---|
| Share: |  |
|---|
Hover the mouse pointer over a document title to show the abstract or click
on the title to get all document metadata. |
