Perceived service quality and cost effectiveness | Mean | Std. deviation | Cronbach Alpha |
1. Convenience | 4.36 | 0.58 | 0.821 |
Transactions are accomplished quickly | 4.35 | 0.73 |
|
There are several payment services (utilities, mobile charges…) | 4.37 | 0.71 |
|
There are several methods for money transfer (normal/quick, account/card transfer…) | 4.46 | 0.65 |
|
Service time of 24/7 | 4.33 | 0.8 |
|
E-Banking network is convenient (ATM, many apps/web/e-wallet allow E-Banking transactions…) | 4.26 | 0.86 |
|
2. Reliability and security | 4.15 | 0.68 | 0.853 |
Personal information is kept confidential | 4.16 | 0.82 |
|
Information about account balances, transactions are confidential | 4.19 | 0.78 |
|
Personal information is not misused by the banks | 4.11 | 0.83 |
|
No risk when using money transfer services via E-Banking | 4.14 | 0.82 |
|
No risk when using payment services via E-Banking | 4.13 | 0.83 |
|
3. Customer support | 4.1 | 0.7 | 0.898 |
Bank staff are open and friendly | 4.10 | 0.8 |
|
Bank staff answer questions clearly and accurately | 4.11 | 0.75 |
|
Bank staff assist in handling the problem until the problem is resolved | 4.10 | 0.76 |
|
4. Ease of use | 4.38 | 0.6 | 0.802 |
Able to use E-Banking services by several means (phones, ATMs, computers…) | 4.36 | 0.75 |
|
Easy to use money transfer services | 4.40 | 0.69 |
|
Easy to use bill payment services | 4.39 | 0.66 |
|
Easy to view statement balance via E-Banking | 4.40 | 0.72 |
|
Easy to access to E-Banking accounts | 4.34 | 0.7 |
|
5. Cost effectiveness | 3.71 | 0.87 | 0.781 |
The annual/monthly fee of the bank card is reasonable | 3.63 | 1.02 |
|
E-Banking service maintenance fee is reasonable | 3.69 | 1.03 |
|
Money transfer fee through E-Banking account is reasonable | 3.70 | 1.05 |
|
Payment fee through bank account/card is reasonable | 3.62 | 1.01 |
|
The bank regularly waive/reduce E-Banking services | 3.88 | 1.00 |
|
Perception of service quality and cost effectiveness | 4.14 | 0.49 | 0.87 |