Service quality and internet banking : perceptions of Maltese retail bank customers

Abstract

This paper focuses on customers’ perceptions regarding two key aspects in Maltese retail finance: service quality and internet banking. The importance of these topics is likely to keep on growing in the near future, as clients become more demanding and financially-literate. We use various service quality dimensions, in order to garner bank customers’ opinions as to the factors which seem more important in determining overall satisfaction. We obtain indications that clients lay particular emphasis on reliability and access. We also focus on different aspects which may encourage or inhibit the adoption of internet banking services, and these include cost, security, convenience and having the service recommended by acquaintances.