Redefining Service Quality Dimensions in Electronic Banking from Extant Theories

In the literature, sufficient attention and interests have been given to electronic banking service quality dimensions and redefined antecedents. Its contributions, however, have a visible expression on banks' electronic banking service quality development from customers' perspective. The intent of this study is to find the extent e-banking service quality dimensions could be modified and develop all-encompassing electronic banking service quality dimensions and constructs. In a quantitative approach, this study made use of survey method with structured questionnaires in collecting primary data from 600 purposively sampled customers of the Ghana Commercial Bank Ltd. Utilising Microsoft excel, excel tool packages, SPSS (version 22) and AMOS, the research analysis was done in stages to satisfy underlined assumptions in quantitative studies. With PCA and CFA techniques, the findings from retrieved views of 556 respondents show that e-banking service quality could be well modified on a three factor model. The upshot evinces system performance, system security and system existence quality as redefined e-banking service quality