Abstract— Revolutionary developments in marketing, information and communications technology continue to transform the banking and financial industry. Distribution of banking services through the Internet is an important part of this transformation. The objectives of this research were mainly to explore the quality of internet banking services in Bahrain. The study explored the customer’s perceptions about internet banking and examined the quality of internet banking services in Bahrain. Moreover, this research addresses the key services provided by internet banking websites and compares those services according to bank actual services. In a way to achieve research objectives, an online survey has been done to explore the customers perceptions about internet banking while an instrument of nine dimensions are used to examine the quality of internet banking services on a sample of ten banks in Bahrain. Regard to exploring services provided by banks a comparison study applied on the same sample of ten banks. The findings show that the customers perceived the benefits and the risks of internet banking, all banks are applying most of the quality dimensions like: Reliability, Security, Privacy, Assurance, Trust, Efficiency, site aesthetics, and flexibility. While other quality dimensions are being weak like: Responsiveness and Access. All of internet banking websites is concentrating mainly on providing account information, transferring funds within the bank, and bill payments.

Index Terms— Quality internet banking, Bahrain online banking services.

A.AlSofi and J. Al-Ammary are with the Department of Information Systems, College of IT, University of Bahrain, Kingdom of Bahrain, (e-mail: {ali.alsoufi, jalammari}@ uob.ed u.bh).
Adel AlQallaf is with the IT directorate of Ministry of Justice and Islamic Affairs, Kingdom of Bahrain (e-mail: algalaf@moia.gov.bh).

Cite: Ali Al-Soufi, Jaflah Al-Ammary, and Adel Al-Qallaf, " Exploring the Quality of Internet Banking Services in Kingdom of Bahrain," International Journal of e-Education, e-Business, e-Management and e-Learning vol. 3, no. 5, pp. 410-415, 2013.