Reliability and Validity of Measurement Scale for Perceived Service Quality in Internet Bank: A Review

Internet banking is a new service related to both traditional retailing banking and the Internet. This study reviews the literatures on service quality measurement of Internet bank, with an emphasis on the methodological issues involved in developing measurement scales and issues related to the reliability and validity of service quality. We selected some studies on Internet bank service quality measurement instruments in recent five years from Web of Science, and subjected them to a thorough content analysis. The study identifies several conceptual and methodological limitations associated with developing Internet banking service quality measurement such as the lack of a rigorous validation process, the problematic sample size and composition, the focus on functional aspects, and the use of a data-driven approach. The study undertakes an elaborate literature review of research on the development of Internet bank scales, and summarizes guidelines for developed a reliable and valid scales measuring Internet banking service quality. The findings should be valuable to academics and practitioners alike.