Nowadays a lot of banks develop their own business-to-customer online banking services in order to save cost and satisfy the need of their customer. Understanding the customer’s expectation is crucial for the success of Internet banking service. This study will try to explore some critical factors of Internet banking service quality and Intention to use Internet banking. A modified Attribute-based model was used in this study. Reliability Test and Path Analysis were used to assess the expected service quality of Internet banking and its associations towards experience. The findings showed that speed of delivery, control, enjoyment and security had significant positive effects on expected Service Quality of Internet banking while the expected service quality had significant effects on Intention to use Internet banking.
Wong, Tony Chun-Kuen, "Internet Banking in Hong Kong: Expected Service Quality and Intention to Use" (2001). ICEB 2001 Proceedings (Hong Kong, SAR China). 19.