Perceived Importance of Different Dimensions of Internet Banking Service Quality and Its Perceived Impact on Gender

Abstract

Advances in technology along with increasing labor costs have caused service firms to explore self service delivery options. Nowadays, the service industry in the world is changing, thus new technology has changed the method of customer provide services in many service organizations. As a result Internet Banking was introduced as a channel where bank customers could perform their financial transactions electronically via their banks' Web sites. It is quite evident that adoption of Internet Banking by customers is a function of various service quality dimensions and extent of adoption is determined by the level of importance of various dimensions. This study attempts to examine levels of perceived importance of distinct dimensions of Internet Banking Service Quality and to contrast perceptual difference regarding Gender. In order to respond to these questions a field study was conducted and data was collected from a convenience sample of 150 users. Analyses results indicated different dimensions have different levels of perceived importance by users of Internet Banking and there were significant perceived differences between males and females concerning all the Internet Banking service quality dimensions.