@Banking qual: A measuring scale of perceived quality of internet banking services

This article presents the development process of Internet banking perceived quality scale. The scale created includes twenty-one items spread across seven dimensions: Website design, usability, information quality, time saving, security, privacy and interactivity. The scale development was based on an extensive literature review and a qualitative study withreal Internet banking users. The scale was refined using two successive samples (203 and 272 respondents) and its validity was confirmed on a third sample of 629 Internet users.