Research on Customer Perceived Quality of Internet Banking Services

Nowadays, the incredible growth of the Internet is changing the way corporations conduct business with consumers who are increasingly expecting higher services, requiring better efficiency and more convenience. In search of competitive advantage, both practitioners and academics are keen on accurately measuring service quality in order to better understand its essential antecedents and consequences, and ultimately establish methods for improving service quality. Based on the literature review, the five most frequently mentioned dimensions used in evaluating services are chosen in present study as: reliability, responsiveness, security, Communication and access. A qualitative research is adopted and questionnaire is selected as the sources for data collection. The result of the present study shows that the Internet has an important and positive effect on customer perception of banking services and the service quality has been improved since the Internet is used in banking sector. It also offers suggestions to banking managers to allocate their resources on the dimensions, i.e., reliability, responsiveness, security, communication and access to improve service quality according to its relative importance since the Internet has been used.