Measuring E-Service Quality from the Customers' Perspective: An Empirical Study on Banking Services

Abstract

The purpose of this study is to evaluate e- service quality from the customers, perspective, and to examine the effect of e- service quality dimensions on customer’s perception of banking e- service quality. Data was collected via self-administered questionnaire from random samples drawn from the population of customers using e-banking service in Amman. The constructs in this study were developed by using measurement scales adopted from prior studies. The instrument was evaluated for reliability and validity. Data were analyzed using SPSS. The results in this study indicate that Reliability; Responsiveness; Ease of use; Personalization; Security; and Website design have influence on customer’s perception of e- service quality. This study and their results have several limitations and also indicate directions for further research.

Keywords: E-service, Quality, banks, Iran.