Content Analysis for Internet Banking Portal Service Quality Dimensions

Abstract

The purpose of this research paper is to identify important dimensions of internet banking portal service quality in India. This research adopts the dimensions of online service quality, internet banking service quality and web portal service quality to develop a framework that can be used to measure internet banking portal service quality. Ten important dimensions of internet banking portal service quality are identified using content analysis. These include information quality, website design, ease of use, reliability, security and privacy, interactive interrogation, personalization/customization, basic service quality, other financial products’ service quality and added values. A pool of indicators for the antecedent factors of internet banking portal service quality stood out, acting as a guide for Indian public and private sector banks to improve their internet banking portal service quality.