| Naslov: | The development of e-banking services quality measurement instrument : MPQe-BS |
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| Avtorji: | ID Malc, Domen (Avtor)
ID Dlačić, Jasmina (Avtor)
ID Pisnik, Aleksandra (Avtor)
ID Milfelner, Borut (Avtor) |
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| Datoteke: |  Malc-2023-The_Development_of_E-Banking_Service.pdf (561,33 KB)
MD5: 10B88B91D55F96E8131FB4B47DDF8D5B
 https://doi.org/10.3390/su151612659
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| Jezik: | Angleški jezik |
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| Vrsta gradiva: | Znanstveno delo |
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| Tipologija: | 1.01 - Izvirni znanstveni članek |
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| Organizacija: | EPF - Ekonomsko-poslovna fakulteta
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| Opis: | 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. |
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| Ključne besede: | perceived quality, customer satisfaction, e-banking |
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| Status publikacije: | Objavljeno |
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| Verzija publikacije: | Objavljena publikacija |
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| Poslano v recenzijo: | 08.07.2023 |
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| Datum sprejetja članka: | 08.08.2023 |
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| Datum objave: | 21.08.2023 |
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| Založnik: | MDPI |
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| Leto izida: | 2023 |
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| Št. strani: | Str. 1-20 |
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| Številčenje: | Letn. 15, Št 16, št. članka 12659 |
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| PID: | 20.500.12556/DKUM-87090  |
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| UDK: | 005.336.3:336.71 |
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| COBISS.SI-ID: | 164065027 |
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| DOI: | 10.3390/su151612659 |
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| ISSN pri članku: | 2071-1050 |
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| Datum objave v DKUM: | 16.02.2024 |
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| Število ogledov: | 617 |
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| Število prenosov: | 56 |
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| Metapodatki: |    |
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| Področja: | Ostalo
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