Seven Dimensions

I Security
1. The personal information is always treated confidently on the bank website
2. The online transactions are always be safe
3. The sensitive information provided during online banking is always secured
4. The risk associated with online banking is always low
5. The company will not misuse my personal information
6. I feel safe in my online transactions
7. I felt secure in providing sensitive information for online transactions
8. I felt the risk associated with online transactions is low
9. The site insure me of security
10. It is all right to use a credit card in this site
11. I am confident in security with this site
12. The credit card security is great
13. This site has a security system to protect my information
II Ease of Use
1. It is easy to find what I need on my banks website
2. My banks website does not require a lot of effort to use
3. The organisation and structure of the online content is easy to follow
4. The online banking process and content are always easily followed
5. The online banking transaction is always easily completed through the bank website
6. Using the online banking services or functions are always easily
7. Using the companys Web site requires a lot of effort
8. The organization and structure of online content is easy to follow
9. It is easy for me to complete a transaction through the companys web site
10. This site is convenient to use
11. It is easy to order
12. This site is very easy to use
13. The products on this site are tough to find elsewhere
14. Logging onto this site is possible any time
15. It is easy to find products
16. This site has quick process
17. It is easy to access result
18. The web site is fast
19. It is easy to manage this site
III Reliability
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The Website when it promises to do something in a certain time it does so

All relevant order confirmation details are sent to my email within 24 hours
Order cancellation and returns are confirmed within three days
The website service performs the service right the first time
Order tracking details are available until delivery
The website is available all the time
Bank should be dependable
Bank promise to do something by a certain time, they should do so

9. Bank should provide their services at the time they promise to do so

10. Bank should keep their records accurately
11. Online bank promises to do something by a certain time, it does so
12. Online bank shows a sincere interest in solving it
13. Online bank performs the service right first time
14. Online bank provides its services at the time it promises to do so
15. Online bank insists on error-free records
16. Customers can feel a sense of secure during the transaction process
17. Banking service can increase customers confident and trust in quality services
18. Staff can provide customers prompt and appropriate services
19. The online banking service are always performed correctly the first time
20. The online banking transactions are always accurate
21. The online banking records are always accurate
22. The company performs the service correctly the first time
23. My online transactions are always accurate
24. The company keeps my records accurately
IV Responsiveness
1. Automated or human e-mail responses give customers prompt service
2. Email systems are both inbound and outbound to deal with customer complaints
3. Website addresses are included in all existing documentation, publicity and
advertising channels
4. Email responses are relevant and accurate and appropriate to customer requirements
5. The website shows sincere interest in resolving any problems
6. Bank should provide prompt service to the customers
7. Employees of bank should always willing to help customers
8. Banker should reply in any query of the customers
9. Bank should arrange special care to special customers
10. online bank tell you exactly when the service will be performed
11. Online bank give you prompt service
12. Online bank are always willing to help you
13. online bank are never too busy to respond to your questions
14. Staffs can provide customers precise personal services
15. Staffs can understand customers needs
16. Staffs are helpful to customers
17. My banks website is interesting to visit
18. My bank provides prompt responses to my requests by e-mail or other means
19. My bank promptly resolves problems I encounter with my online transactions
20. My bank repairs a breakdown on the website quickly
21. The bank website always gives me prompt service to my requests via online
22. The bank website always quickly resolves problems I encountered via online
23. The bank website always promptly completes transactions I requests via online
24. I receive prompt responses to my requests by e-mail or other means
25. The company quickly resolves problems I encounter
26. The company employees give me prompt service
V Web Design

1. The website has adequate security features

2. The website has a good reputation
3. I feel I can trust this website
4. The company behind the site is reputable
5. Finding your way in the website is easy
6. Navigation is consistent and standardized
7. Scrolling through pages is kept to a minimum
8. Graphics and animation do no detract me from use
9. Easy completion of online transactions
10. Easy logging on online portal
11. Easy understanding which button to be clicked for the next step
12. Helping customer to complete a transaction quickly
VI Service Verity
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The menu options offered by bank website always satisfy all my service needs
The ranges of product packages offered by bank website always are wide enough
The services with the features offered by bank website always meet I want
Most of the service functions offered by brick-and-mortar branches can also be found
on the bank website

VII Information Quality / Contents

1. Information contained on the website is current and timely
2. Information contained on the website is accurate and relevant
3. Information contained on the website is at the right level of detail
4. Information contained on the website is pretty much what I need to carry out my tasks
5. Information contained on the website is in appropriate format
6. Information contained on the website is easy to understand
7. The products benefits are described well
8. This site provides the best products
9. It is easy to search for information
10. This site offers the best price
11. The prices in this site are cheaper
12. I get detailed information on products
13. This site provides good deals
14. This site has rich information of the products
15. In this site, I can find what I need
16. This site provides a variety of products
17. This site requires a reasonable amount of personal information