Development of the Instruments for measuring the quality of E-Banking services in the Republic of Serbia: E-BSrb-QUAL
The most commonly used model to measure the quality of electronic services is the E-Service Quality - E-SQ (E-S-QUAL and E-RecS-QUAL). Acknowledging the results of existing research and the attempts to create a unique model for measuring the quality of e-services, the main goal of this paper is to r...
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| Format: | Article |
| Language: | English |
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Association of Serbian Banks
2022-01-01
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| Series: | Bankarstvo |
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| Online Access: | https://scindeks-clanci.ceon.rs/data/pdf/1451-4354/2022/1451-43542201032Q.pdf |
| Summary: | The most commonly used model to measure the quality of electronic services is the E-Service Quality - E-SQ (E-S-QUAL and E-RecS-QUAL). Acknowledging the results of existing research and the attempts to create a unique model for measuring the quality of e-services, the main goal of this paper is to rate the quality of e-banking in Serbia by testing the applicability of the E-SQ model. The results, gained through empirical research, design, and distribution of a distinctive questionnaire to the users of e-banking services in central and southeast Serbia, were systematized and statistically processed by factor analysis of the principal components (PCA). The outcome defined an initial instrument called E-BSrb-QUAL, with seven dimensions of e-banking quality in Serbia, and they are 1. Personalization, 2. Safety, 3. Accessibility, 4. Contact, 5. Efficiency/Response, 6. Trust, and 7. Reliability. The Importance-Performance analysis (IPA) showed the strength of Serbian banks and confirmed the most significant and crucial dimensions of e-banking service quality are Trust, Safety, and Reliability. On the other hand, Personalization, Accessibility, and Efficiency/Response dimensions are estimated as overrated. |
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| ISSN: | 1451-4354 2466-5495 |