What is it about?

The web portal business model has been frequently adopted by digital service providers. Despite this, there have been few scholarly investigations into the services and characteristics that transform a simple web site into a portal as well as into the dimensions that determine the customer’s evaluation of the portal’s service quality.

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Why is it important?

The identified dimensions - security and trust, basic services quality, cross-buying services quality, added value, transaction support and responsiveness - can be classified into three service categories: core services, additional services, and problem-solving services. The knowledge of these dimensions as major determinants of consumer’s quality perception in the internet helps banks to establish an effective quality management for their e-business activities.


Profitable e-banking requires a strong focus on retaining customers. Thus, banks have turned simple banking web sites into comprehensive e-banking portals offering a great variety of services in addition to traditional bank products. On such portals customers gain financial advice from merely one source. We provide knowledge on the key dimensions that shape quality evaluations of e-banking portal customers.

Dr Maik Hammerschmidt
Georg-August-Universitat Gottingen

Read the Original

This page is a summary of: Measuring the quality of e‐banking portals, The International Journal of Bank Marketing, March 2005, Emerald, DOI: 10.1108/02652320510584395.
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