Measuring the quality of e-banking portals

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  • 1. Core Services Additional Services Problem-solving Services Portal Quality Security and Trust Basic Services Quality Cross-Buying Services Quality Added Values Transaction Support Responsiveness Security Trustworthiness Choice Conditions of Basic Services Payment Transactions Online Loans All-in Finance Products Enjoyment and Entertainment Non-bank Services Convenience of Transaction Processing Interactivity Information Provision Decision Support Customer Care Availability and Accessibility Personalization Community Complaint Management Measuring the quality of e-banking portals, H. Bauer, M. Hammerschmidt, T. Falk, Department of Marketing, School of Business Administration, University of Mannheim. Measuring the quality of e-banking portals