Determinanty jakości e-usług na przykładzie bankowości elektronicznej
E-service quality determinants on the example of e-banking services

Summary/Abstract: The paper presents problems of e-service quality assessment and takes into consideration the specificity of e-banking services. The aim of the paper is the analysis of the question of e-service quality assessment and qualification criterions connected with e-banking consumers’ satisfaction. The review of criterions and methods e-service quality and web quality assessment has been made. On the example of e-banking services, the criterions of e-service quality assessment have been proposed. On the basis of survey research the factors which significant influence customers’ satisfaction and different dimensions of e-service quality have been indicated.

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