Farnaz Beheshti Zavareh - Faculty of Management and HR Development, Universiti Teknologi Malaysia, Malaysia
Mohammad Shoki Md. Arrif - Faculty of Management and HR Development, Universiti Teknologi Malaysia, Malaysia
Mohsen Ashourian - Islamic Azad University, Majlesi Branch, IRAN

E-commerce has increased its significance during the last decades and its importance is still continuing to increase. Branches, which have had traditional means of conducting business and interaction between parties have also been influenced by the Internet and gone through many changes. One of these traditional branches is the banking industry, which during the middle of the 1990’s started offering banking services over the Internet. The changes lead to that the physical interaction in the bank office environment between the banks and their customers has diminished and been replaced by customers conducting their errands from their homes and businesses. The loss of interaction between the banks and their customers makes the methods of service quality evaluation of Internet-based system different than traditional service quality evaluation methods. This paper reviews the recently developed methods for electronic service quality evaluation: E-SERVQUAL and WEBQUAL; and compares their potential for quality evaluation in online banking systems.

Service Quality, Electronic Service Quality, E-banking