SERVQUAL in Internet Banking

초록

The main objective of this study is to investigate the suitability of SERVQUAL in measuring internet service quality. The modified SERVQUAL instruments are applied to the internet banking service and the result of the analysis shows that internet banking adopted SERVQUAL consists of four underlying dimensions, i.e. Tangibles, Relaiblity, Responsiveness, and Empathy. This study finds that SERVQUAL is an appropriate instrument in measuring the quality of internet banking service.