Ranking the technical dimensions of e-banking service quality evaluation models using Analytical Hierarchy Process

Abstract

With the expansion of internet, delivering e-services are rapidly growing in the bank industry. Therefore improving e-service quality for delivering better services is one of the most important areas of activity for banks. One of the most important aspects of e-service quality is the technical aspect, so the aim of this paper is to evaluate these dimensions of e-service quality for identifying the most important dimensions. Therefore we first reviewed e-banking service quality models to identify technical aspects then ranked them with AHP method. Base on the results, we identified 8 major dimensions which the most important ones are security with a score of 0.226, technical sufficiency with a score of 0.131, and reliability with a score of 0.128. Regarding to the findings the least important dimension is outcome quality with a score of 0.089.