Refinement of internet banking service quality scale: a confirmatory factor analysis approach

Internet technology has changed the world since it started facilitating activities for both individuals and businesses alike. With phenomenal growth and to sustain competitiveness, service providers, especially banks, are embracing online services. Measure of service quality provided through such means (i.e., internet) is still a relatively new area. Dearth of empirical research and need to develop new scales in the context of emerging economy like India, motivated the researchers to refine an existing scale for service quality of internet banking. A structured questionnaire was administered on 150 internet banking users of public, private and foreign banks. Analytical tools such as SPSS 18.0 and AMOS 16.0 have been used to establish validity and reliability of the scale, and to perform exploratory as also confirmatory factor analysis (CFA) to confirm the appropriateness of the proposed model.