Customers' Perspectives of Service Quality in Internet Banking

This article explores the potential dimensions of Internet service quality and examines its impact on customer satisfaction and customer behavioral intentions in the banking context in Mauritius. Internet banking service quality is operationalized by adapting the SERVQUAL model. The field research, which resulted in 242 valid questionnaires, was conducted among Internet banking customers. The findings revealed four analytical dimensions using factor analysis, namely Reliability–Responsiveness, security, ease of use, and accessibility. Reliability–Responsiveness and accessibility were found to be important in determining overall customer satisfaction, with accessibility having the most significant impact. Furthermore, security was found to be the crucial dimension in determining customer intentions for Internet banking usage.