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