Online banking service quality: A review

The service quality has been widely used to assess the performance of various service organizations including banks.The widespread use of Internet in the service sector posed various challenges to service quality researchers. Various models of online service quality have been proposed time to time by various researchers. Internet banking is one of the growing services that need to provide better service by improving online service quality for higher customer satisfaction and retention. This paper reviews some of the important studies conducted in various countries across the world for finding the dimensions of online banking service quality. On the basis of review, it has been found that there is no consensus among researchers on dimensions of online banking service quality. The paper suggests the need for further research to develop a generally accepted scale based on standard dimensions for measuring online banking service quality.