E-banking and Service Quality Online

Abstract: This thesis will present and discuss e-banking of four major banks in Sweden and the provided service quality required maintaining a good relationship to their customers. The thesis is based on interviews with representatives from the four banks and theories from researches within the field. The result from the studies indicate several aspects showing that the interviewed banks have implemented the main part of the theories but may further improve their Internet banks. If banks wish to maintain high service quality online they must put more effort into their e-banks. These statements should be investigated further to assess the most suitable and applicable measurements for each banks specific situation and need. Furthermore should customer surveys be conducted to supplement this thesis to provide a better over view of e-banking and service quality online.