VALIDATING THE NINE DIMENSIONS OF E-BANKING: A MODEL FOR SERVICE FRAMEWORK ENHANCEMENT

Abstract

The rapid advancement of information technology has revolutionized the banking industry, transitioning it from traditional models to a dynamic e-banking framework. This study aims to validate a nine-dimensional framework of e-banking services, providing a comprehensive model for understanding key factors essential to the sector. The nine dimensions—Technological Infrastructure, Service Availability and Accessibility, Security & Privacy, Customer Support & Service Quality, Convenience & Speed, Reliability & Accuracy, Trust & Reputation, Customer-Centric Innovations, and Economic Impact—were conceptualized to address research gaps identified in existing literature. Data were collected from 235 respondents in the Tenkasi district using structured questionnaires. The Confirmatory Factor Analysis (CFA) was employed to validate the proposed model, yielding strong fit indices (CMIN/df: 1.229, GFI: 0.925, CFI: 0.954, RMSEA: 0.014), indicating an excellent fit. Regression analysis revealed that Trust & Reputation and Service Availability & Accessibility are the most influential dimensions. The findings confirm the robustness of the multidimensional framework and underscore the necessity for banks to adopt a holistic approach in developing and managing e-banking services. This validated model offers a structured foundation for future research and practical applications in enhancing e-banking service frameworks.