| With the rapid development of internet economy, the service beyond the E-environment has become an outspreaded part of traditional service. E-banking which has especial characters portals have played a more and more important role in banks operation? A lot of researches show that E-banking service quality is still determined by customers' expectation and perceived. It is also increasingly developing into the key determinant in perceiving the service quality of E-banking.Because of the characteristics of internet, some of the general service quality dimensions can not be used in the on-line environment. Although several authors propose to discard the traditional quality scales, they haven't reached agreement on developing new quality models for internet-based services. Especially in the field of e-bank, there have been very few scholarly investigations into the measurement of the quality of portals. Therefore, this research is trying to explore the customers' evaluation standard of E-banking service quality.Reviewing the views both from the academic and business field and analyzing the business process of e-bank portal, this research validates a measurement model for service quality of e-banking portals based on six dimensions which based on the service quality model of Gronroos and the SERVQUAL of PZB .An empirical study after that has been done based on the following procedures: designing questionnaires, data collection, and data analysis with methods of factor analysis, correlation, and linear regression. And then, suggestions were provided for effective quality management for E-banking.Finally, we hope the banks understand more about the standard the customers use to evaluate the e-service quality through the results of questionnaires. And, the knowledge of these dimensions as major determinants of customers' quality perception in the internet provides banks a promising starting point for establishing an effective quality management for their e-business. |
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