Scale library · Service quality
E-banking service quality (MPQe-BS): Malc et al. (2023)
The MPQe-BS was developed by Malc, Dlačić, Pisnik and Milfelner (2023) to measure customer-perceived quality of e-banking services. The initial item pool drew on E-S-QUAL, E-RecS-QUAL and scales on security and website design; after EFA and CFA with customers in Croatia and Slovenia, 25 items remained in six dimensions: efficiency, availability, design, contact, security and fulfilment. It suits theses on internet and mobile banking and on the satisfaction or loyalty of digital banking customers.
Cite the original, not the blog.
- Model or scale: MPQe-BS
- Constructs: 6
- Items: 25
Original English items
Items marked (R) are reverse-coded: recode them before computing reliability or scale scores. Replace bracketed placeholders such as [system] with the name of the system, brand or organization you study.
Efficiency (EFF, 7 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| EFF1 | This e-banking site is simple to use. | No |
| EFF2 | It is easy to get anywhere on this e-banking site. | No |
| EFF3 | This e-banking site is easy to access. | No |
| EFF4 | Information at this e-banking site is well organized. | No |
| EFF5 | This e-banking site enables me to complete a transaction quickly. | No |
| EFF6 | This e-banking site simplifies banking transactions. | No |
| EFF7 | This e-banking site is well organized. | No |
Availability (AVA, 4 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| AVA1 | This e-banking site launches and works without issues. | No |
| AVA2 | This e-banking site does not crash. | No |
| AVA3 | Pages at this e-banking site do not freeze after I enter the required information. | No |
| AVA4 | This e-banking site is always available for business. | No |
Design (DES, 3 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| DES1 | This e-banking sites’ design is aesthetical. | No |
| DES2 | The e-banking site design is visually pleasing. | No |
| DES3 | The e-banking site includes interactive features. | No |
Contact (CON, 4 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| CON1 | This e-banking site has online customer service available. | No |
| CON2 | This e-banking site offers the ability to speak to a live person if there is a problem. | No |
| CON3 | This e-banking site provides a telephone number to reach the company. | No |
| CON4 | Quickly resolves online transaction problems. | No |
Security (SEC, 3 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| SEC1 | My financial information is protected on this e-banking site. | No |
| SEC2 | My personal information is protected on this e-banking site. | No |
| SEC3 | The transactions over this e-banking site are secured. | No |
Fulfilment (FUL, 4 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| FUL1 | This e-banking site is truthful about its offerings. | No |
| FUL2 | This e-banking site makes accurate promises about the services being delivered. | No |
| FUL3 | When this e-banking site promises to do something by a certain time, it does so. | No |
| FUL4 | This e-banking site takes care of problems promptly. | No |
Response scale
5-point Likert scale (1 = Strongly disagree … 5 = Strongly agree), as in the original article.
Licence and permission
The article is published open access under a Creative Commons Attribution licence (CC BY 4.0) in Sustainability; the items may be reused with proper citation.
Sources (APA 7)
- Malc, D., Dlačić, J., Pisnik, A., & Milfelner, B. (2023). The development of e-banking services quality measurement instrument: MPQe-BS. Sustainability, 15(16), 12659. https://doi.org/10.3390/su151612659
- Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Vietnamese translation
A Vietnamese translation of every item, with sample-size advice and studies that used the scale, is on the Vietnamese page for this scale.