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Numerous studies on assessing service quality have focused on service delivery on a face to face basis. However, this study offers an insight of customer perceptions of service quality of internet banking of the commercial banks in Namibia in the absence of face to face encounter. By adapting models from prior studies, a structured questionnaire consisting of service quality of internet banking was administered to a sample drawn from the population of customers using internet banking. Using factor analysis, a refined model for assessing service quality of Internet banking was developed. The refined model includes three service quality dimensions: service performance, communication and website design. Further, the usability (68.9) of the internet banking websites of the commercial banks in Namibia was found to be above average (68) and equated to "D" and "OK" in the adjective rating scale. Hence, the acceptance level of the internet banking website for the commercial banks in Namibia turned out to be marginal high. In terms of gender, a non-parametric test (Mann-Whitney test) found no statistical difference between men and women; U = 5622.00, p = 0.536.
About the author
Johannes K. Mutesi is an E-Commerce manager at Air Namibia. He obtained his M.S. degree in industrial engineering at Namibia University of Science and Technology (NUST).Michael Mutingi is a Senior Lecturer in Industrial Engineering at NUST. He obtained his PhD in Engineering Management from the University of Johannesburg, South Africa.
