Purpose – The purpose of this paper is to understand the connection among trust’s antecedents, dimensions and consequences in the context of e-banking. Design/methodology/approach – A survey of 510 and 122 respondents in Taiwan and New Zealand (NZ), respectively, was conducted. Findings...

This study investigates the assessment and differentiation of the quality of online banking services. A hypothesis is developed, followed by the presentation of a methodology that combines a service quality measurement model and an importance--performance matrix to help banks differentiate...