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 |
| _version_ | 1817971431214940160 |
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| author | Đorđević Bojan S. |
| author_facet | Đorđević Bojan S. |
| author_sort | Đorđević Bojan S. |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-04-13T20:47:12Z |
| format | Article |
| id | doaj.art-60c33fb612844761b68af6cafb006783 |
| institution | Directory Open Access Journal |
| issn | 1451-4354 2466-5495 |
| language | English |
| last_indexed | 2024-04-13T20:47:12Z |
| publishDate | 2022-01-01 |
| publisher | Association of Serbian Banks |
| record_format | Article |
| series | Bankarstvo |
| spelling | doaj.art-60c33fb612844761b68af6cafb0067832022-12-22T02:30:39ZengAssociation of Serbian BanksBankarstvo1451-43542466-54952022-01-01511326910.5937/bankarstvo2201032D1451-43542201032QDevelopment of the Instruments for measuring the quality of E-Banking services in the Republic of Serbia: E-BSrb-QUALĐorđević Bojan S.0Fakultet za menadžment, Zaječar, SerbiaThe 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.https://scindeks-clanci.ceon.rs/data/pdf/1451-4354/2022/1451-43542201032Q.pdfservice qualitye-sqe-bankingfactor analysispcaimportance-performance |
| spellingShingle | Đorđević Bojan S. Development of the Instruments for measuring the quality of E-Banking services in the Republic of Serbia: E-BSrb-QUAL Bankarstvo service quality e-sq e-banking factor analysis pca importance-performance |
| title | Development of the Instruments for measuring the quality of E-Banking services in the Republic of Serbia: E-BSrb-QUAL |
| title_full | Development of the Instruments for measuring the quality of E-Banking services in the Republic of Serbia: E-BSrb-QUAL |
| title_fullStr | Development of the Instruments for measuring the quality of E-Banking services in the Republic of Serbia: E-BSrb-QUAL |
| title_full_unstemmed | Development of the Instruments for measuring the quality of E-Banking services in the Republic of Serbia: E-BSrb-QUAL |
| title_short | Development of the Instruments for measuring the quality of E-Banking services in the Republic of Serbia: E-BSrb-QUAL |
| title_sort | development of the instruments for measuring the quality of e banking services in the republic of serbia e bsrb qual |
| topic | service quality e-sq e-banking factor analysis pca importance-performance |
| url | https://scindeks-clanci.ceon.rs/data/pdf/1451-4354/2022/1451-43542201032Q.pdf |
| work_keys_str_mv | AT đorđevicbojans developmentoftheinstrumentsformeasuringthequalityofebankingservicesintherepublicofserbiaebsrbqual |