Gerrard, Philip; Cunningham, J. Barton - In: International Journal of Financial Services Management 1 (2005) 1, pp. 102-117
This study develops a model for measuring the service quality of e-banks. Our model's seven factors are very consistent with the four core factors of the generic e-SERVQUAL model, but less consistent with its three non-core factors. Appearances and staff qualities, being new factors identified...
