Measurement Models Of Information Service Quality A Study On The Banking Sector

Abstract- Competition in the financial industry is intensified due to the globalization and the advancement in information technology. Today the adoption of information systems has evolved from office automation to providing comprehensive information critical in decision making. By far the quality of information service becomes one of the important factors in customers assessment of service quality even before making purchase decisions. Likewise in the banking sector customers decision to subscribe to the banks services would depend on amongst the ISQ. This study aimed at identifying the measurement of ISQ based on customers expectations. With the use of questionnaire survey customers perceptions of quality of information service were identified. Questionnaires were randomly distributed to banks customers upon obtaining permission from the banks branch managers. To meet the research objectives descriptive and causal analyses were applied. SEM technique was applied to propose the measurement models of a four-construct ISQ. Theoretical and managerial implications were discussed. Finally this study presented some future directions of research.