Internet banking service quality: an investigation of interrelationships between construct dimensions

Chanaka Jayawardhena, K. Raman, Andrew M. Farrell

Research output: Chapter in Book/Published conference outputConference publication


Service quality measurement in Internet banking services is an area of growing interest to researchers and managers. This research investigates the interrelationships between the dimensions comprising the Internet banking service quality construct through structural equation modelling. Five Internet service quality dimensions are identified: access, web interface, trust, attention and credibility. Credibility is modelled as an outcome of the causal variables of access, web interface, trust and attention. Trust and attention emerges as key dimensions in explaining the credibility dimension. Access is found to be a common antecedent of trust, attention and Web interface dimensions. Implications from the findings are offered.
Original languageEnglish
Title of host publicationProceedings of the European Marketing Academy (EMAC) Conference 2006 Athens, Greece, 2006
Publication statusPublished - 2006
Event35th European Marketing Academy Conference - Athens, Greece
Duration: 23 May 200626 May 2006


Conference35th European Marketing Academy Conference
Abbreviated titleEMAC 2006
OtherSustainable marketing leadership : a synthesis of polymorphous axioms, strategies and tactics


  • service quality
  • eBanking
  • trust
  • credibility


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