Purpose - This study contributes a multidimensional measure of service quality impacting on the trust and satisfaction of customers using internet banking.
Design/methodology/approach - Unlike previous studies reporting on independent factors of service quality affecting customer trust and satisfaction, this study elaborates and tests a multidimensional measure of service quality in the context of internet banking services. In addition, this study tests a proposed model and rival models showing how service quality impacts on customer trust and satisfaction.
Findings - Service quality is a second-order factor with 6 dimensions revealing 6 important characteristics of the service quality that is expected in Internet banking. They are not separate
characteristics of service quality but dimensions of a construct. The proposed model showing a direct impact of service quality on satisfaction and an indirect one on trust is the best tested model using structural equations.
Research limitations/practical implications: The research limitations and practical implications of the results are discussed.
Originality/value - The study elaborates and tests a multidimensional measure that is a comprehensive, and at the same time, parsimonious, approach to service quality when explaining
customer trust and satisfaction in internet banking services
Keywords:
Internet banking, Multidimensional service quality, Customer trust, Satisfction
Torres-Moraga, E., Barra, C., Vásquez-Parraga, A. Z., & Farías, A. (2013). The Effects of Service Quality on Customer Trust and Satisfaction in Internet Banking. Estudios De Administración, 20(1), 1–36. https://doi.org/10.5354/0719-0816.2013.56388
