"SATISFACTION AND E-QUALITY: SOME EVIDENCE FROM INTERNET BANKING"

The perceived quality has been described as a major determinant of the consumer satisfaction. We have integrated the perceived utility construct from Technology Acceptance Models (TAM) with perceived quality from SERVQUAL literature to describe perceived quality in eBank context. A specific scale has been developed and applied to an online survey at a major Portuguese eBank. 754 valid observations had been collected and structural equation modelling methodology was used. Perceived quality has been formalized as a second order construct and the results shows that it is manifested on products and services, convenience and trust in the information.