Measuring service quality in internet banking: The case of hong kong

Journal of International Consumer Marketing

Volumn 17, Issue 4, 2005, Pages 99-116

  Siu, Noel Yee Man ^a   Mou, Jeremy Chi Wah ^a  

^a HONG KONG BAPTIST UNIVERSITY   (Hong Kong)

Author keywords

Customer satisfaction; Future consumption behavior; Hong Kong; Internet banking; Service quality

Indexed keywords

EID: 34547912747     PISSN: 08961530     EISSN: 15287068     Source Type: Journal    
DOI: 10.1300/J046v17n04_06     Document Type: Article

References (51)

1. Nielsen, A. C., 2002. ACNielsen Insights Asia Pacific Issue 99, http://asiapacific.acnielsen.com.au/newsletter_story.asp?newsID=15Online Banking Surges Ahead September.
2. Anderson, E. W., and Sullivan, M. W., Customer Satisfaction and Retention Across Firms. Paper Presentation at the TIMS College of Marketing Special Interest Conference on Service Marketing. Nashville, TN, USA. (September)
3. Babakus, E., and Boller, G. W., 1992. An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research, 24:253–268.
4. Babakus, E., and Mangold, G. W., 1992. Adapting the SERVQUAL Scale to Hospital Services:An Empirical Investigation. Hospital Services Research, 26(6):767–786.
5. Bitner, M. J., 1990. Evaluating Service Encounters:The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54:69–82. (April)
6. Bitner, M. J., Brown, S. W., and Meuter, M. L., 2000. Technology Infusion in Service Encounters. Journal of Academy of Marketing Science, 28(1):138–149.
7. Black, N. J., Lockett, A., Winklhofer, H., and Ennew, C., 2001. The Adoption of Internet Financial Services:A Qualitative Study. International Journal of Retail and Distribution Management, 29(8):390–8.
8. Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A., 1993. A Dynamic Process Model of Service Quality:From Expectations to Behavioral Intentions. Journal of Marketing Research, 30:7–27. (February)
9. Bouman, M., and van der Wiele, T., 1992. Measuring Service Quality in the Car Service Industry:Building and Testing an Instrument. Journal of Service Industry Management, 3(4):4–16.
10. Brislin, R. W., 1986. “The Wording and Translation of Research Instruments”. In Field Methods in Cross-Cultural Research, Edited by:Lonner, W. J., and Berry, J. W., 137–164. Beverly Hills, CA:Sage.
11. Buzzell, R. D., and Gale, B. T., 1987. The PIMS Principles:Linking Strategy to Performance, New York:The Free Press.
12. Carman, J. M., 1990. Consumer Perceptions of Service Quality:An Assessment of SERVQUAL Dimensions. Journal of Retailing, 66:33–55.
13. Cheung, T. H., 2000. Service Quality Expectation and Consumer Innovativeness towards Technology-Based Self-Service Options:A Study of Internet Banking Unpublished M. Phil thesis (Department of Marketing, Hong Kong Baptist University)
14. Chow, K. E., Fischer, A. K., and O'Bryan, D., 1995. Patient Expectations of Dental Services. Journal of Health Care Marketing, 15(3):23–31.
15. Cronin, J. J., and Taylor, S. A., 1992. Measuring Service Quality:A Reexamination and Extension. Journal of Marketing, 56:55–68. (July)
16. Cronin, J. J., and Taylor, S. A., 1994. SERVPERF versus SERQUAL:Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58(1):125–131.
17. Dabholkar, P. A., 1996. Consumer Evaluations of New Technology-Based Self-Service Options:In Investigation of Alternative Models of SQ. International Journal of Research in Marketing, 13(1):29–51.
18. Dabholkar, P. A., and Bagozzi, R. P., 2002. An Attitudinal Model of Computer Technology:A Comparison of Two Theoretical Model. Management Science, 35(8):982–1003.
19. Douglas, S., and Craig, C. S., 1983. International Marketing Research, Englewood Cliffs, NJ:Prentice-Hall, Inc.
20. Feldman, A., 2000. Protecting Your Financial Privacy. Money, 29(6):161–164.
21. Garvin, D. A., 1984. What does ‘Product Quality’ Really Mean?. Sloan Management Review, 26(1):25–44. Fall
22. Gummesson, E., 1993. Quality Management in Service Organizations, Newark:International Service Quality Association.
23. Gwinner, K. P., Gremler, D. D., and Bitner, M. J., 1998. Relational Benefits in Service Industries:The Customer's Perspective. Journal of the Academy of Marketing Science, 25(2):101–14. Spring
24. Hanrahan, T., 1999. Pride Isn't Everything:Companies Scramble to Make Sure Customer Service Doesn't Get Lost in Cyberspace. Wall Street Journal,:R20 July 12
25. Hong Kong Trade Development Council. 2004. Profiles of Hong Kong Major Service Industries http://www.tdctrade.com/main/si/internet.htm
26. Kassim, N. M., and Bojei, J., 2002. Service Quality:Gaps in the Malaysian Telemarketing Industry. Journal of Business Research, 55:845–852.
27. Kaynama, S. A., A Conceptual Model to Measure Service Quality of Online Companies:E-Qual. Proceedings of the Annual Conference of the Academy of Marketing Science. Edited by:Spotts, H. E., and Meadow, H. L., Vol. 23, pp.46–51.
28. Liao, S. Y., Shao, Y. P., Wang, H. Q., and Chen, A., 1996. The Adoption of Virtual Banking:An Empirical Study. International Journal of Information Management, 19(1):63–74.
29. Licata, J. W., Mowen, J. C., and Chakraborty, M. G., 1995. Diagnosing Perceived Quality in the Medical Service Channel. Journal of Health Care Marketing, 15(4):42–49.
30. Lociacono, E., Watson, R. T., and Goodhue, D., 2000. Worcester Polytechnic Institute. WebQual:A Web Site Quality Instrument. Working Paper
31. Parameswaran, R., and Yaprak, A., 1987. A Cross-National Comparison of Consumer Research Measures. Journal of International Business Studies, 18:35–49. (Spring)
32. Parasuraman, A., Berry, L. L., and Zeithaml, V. A., 1988. Communication and Control Processes in the Delivery of SQ. Journal of Marketing, 52:35–48. (April)
33. Parasuraman, A., Berry, L. L., and Zeithaml, V. A., 1991. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4):420–50.
34. Parasuraman, A., Berry, L. L., and Zeithaml, V. A., 1994. Alternative Scales for Measuring Service Quality:A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Journal of Retailing, 70(3):201–30.
35. Parasuraman, A., and Grewal, D., 2000. The Impact of Technology on the Quality-Value-Loyalty Chain:A Research Agenda. Journal of the Academy of Marketing Science, 28(1):168–174.
36. Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1991. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4):420–450.
37. Phillips, L. W., Chang, D. R., and Buzzell, R. D., 1983. Product Quality, Cost Position and Business Performance:A Test of Some Key Hypotheses. Journal of Marketing, 47:26–43. (Spring)
38. Rust, R. T., Kannan, P. K., and Peng, N., 2002. The Customer Economics of Internet Privacy. Journal of Academy of Marketing Science, 30(4):455–464.
39. Siu, N. Y.M., and Cheung, J. T.H., 1999. Service Quality Perceptions and Future Consumption Behavior, Hong Kong Baptist University. BRC Working Papers Series, No.:WP99002, January
40. Siu, N. Y.M., and Cheung, J. T.H., 2001. A Measure of Retail Service Quality. Marketing Intelligence & Planning, 19(2):88–96.
41. Siu, N. Y.M., and Woo, K. S., In Pursuit of Service Excellence in Non-Profit Organizations:Service Quality Perceptions and Market Segmentation of Hong Kong Churches. Refereed paper presented at the Frontiers in Services Conference. Nashville, Tennessee, USA. October
42. Siu, N. Y.M., and Woo, K. S., 1999. Market Segmentation:The Case of Religious Services. Journal of Segmentation in Marketing, 3(2):43–58.
43. Teas, R. K., 1993. Expectations, Performance Evaluation, and Consumer Perceptions of Quality. Journal of Marketing, 57:18–34. October
44. Wolfinbarger, M. F., and Gilly, M. C., 2002. Comq:Dimensionalizing, Measuring and Predicting Quality of the E-Tail Experience, Cambridge, MA:Marketing Science Institute. Working paper Report Number 02-100
45. Woodside, A. G., Frey, L. L., and Daly, R. T., 1989. Linking Service Quality, Customer Satisfaction. Journal of Health Care Marketing,:5–17. December
46. Yang, Z., Peterson, R. T., and Huang, L., 2001. Taking the Pulse of Internet Pharmacies. Marketing Health Services,:5–10. Summer
47. Yavas, U., Bilgin, Z., and Shemuell, D. J., 1997. Service Quality in the Banking Sector in an Emerging Economy:A Consumer Survey. International Journal of Bank Marketing, 15(6):217–223.
48. Zeithaml, V. A., Parasuraman, A., and Malhotra, A., 2000. e-Service Quality:Definition, Dimensions and Conceptual Model, Cambridge, MA:Marketing Science Institute. Working Paper
49. Zeithaml, V. A., Parasuraman, A., and Malhotra, A., 2001. A Conceptual Framework for Understanding e-Service Quality:Implication for Future Research and Managerial Practice, Cambridge, MA:Marketing Science Institute. Working Paper Report No. 00-115
50. Zeithaml, V. A., Parasuraman, A, and Malhotra, A., 2002. Service Quality Delivery Through Web Sites:A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4):362–375.
51. Zeithaml, V. A., and Bitner, M. J., 2003. Services Marketing:Integrating Customer Focus Across the Firm, 3rd Edition, Boston:McGraw-Hill, Irvin.