Nav view search



Service quality level of internet banking websites in Polish commercial banks. Customers' view





Key words: 

quality, service, website, dimension, level.


Bank market in Poland is a highly-competitive environment, and Internet banking market is not an exception. Many surveys were conducted in order to understand which factors are important for customers and how they estimate them. In general, researchers investigated different dimensions, created service quality models, and carried out a lot of surveys. Poland has a huge potential in development of Internet banking market, but which factors are important. Moreover, customers' attitude is an essential part in estimation of service quality level.  Basing on literature review, the author determined 12 dimensions that are grouped in three groups: customer service quality, Internet banking system quality, and provided information quality. Using a self-elaborated questionnaire, aimed on assessment of service quality satisfaction, overall attitude towards service quality level was found out. However, there are some gaps in service quality level in commercial bank websites that may have negative impacts in future. The results of the survey were checked by Pearson χ2 test to validate their significance. These findings may be used by commercial bank managers for service quality management of Internet banking website.


PhD student Poznan University of Economics and Business

Faculty of Commodity Science

al. Niepodleglosci 10, 61-875

Poznan, Poland e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it. tel: +380678605864





Additional information