Research Information System
35th International Conference on Computers and Industrial Engineering, ICC and IE 2005, İstanbul, Turkey, 19 - 22 June 2005, pp.2227-2232
The main goal of this paper is to determine the key quality dimensions in internet banking. For this aim, online service quality dimensions that were determined with literature review were used to develop a survey questionnaire. 46 items were used to determine the expectations and perceptions of the respondents to the quality dimensions of internet banking. In this paper, the quality dimensions that were perceived as important for the respondents in internet banking were determined. Further, the satisfaction and dissatisfaction of respondents to the quality dimensions in internet banking were evaluated. After a factor analysis, these 46 items were classified into groups and the results were compared with SERVQUAL instrument.