The use of banking electronic
services (e-services) increased dramatically during the coronavirus disease
(COVID‐19) pandemic. This
increase has been associated with failures, defects, and shortcomings in such
services. Research on this topic is increasingly using different methodologies.
The aim of this study was to examine the psychometric properties (i.e.,
reliability and validity) of a recently developed scale designed to measure
customers’ experiences with banking e-services in Saudi Arabia during the COVID‐19 pandemic. This scale has been reported to
have acceptable face and content validity. The quantitative research approach
is applied and data is collected through a research survey. The scale’s
questionnaire has two parts: one part consists of items on demographic variables
(e.g., age, gender, and experience of service failure) and the other of 75
items on topics such as perceived information quality, digital commitment,
service satisfaction, and cultural impact on choice of e-banking services. A
descriptive-explorative, cross-sectional research design was used in this
study, which focused on Saudi banks and utilized a non-probability sample of
555 customers. The scale was subjected to normality testing and did not violate
normal distribution assumptions. The scale also showed acceptable levels of
sphericity, and the Q–Q plot showed a significant relationship among items,
reflecting normal distribution of items. The scale’s internal consistency value
was 0.986. The results of a principal component analysis showed that all 75
items loaded above the cutoff point of 0.50 and could be subsumed under four
factors: information processing and quality of services, perceived justice,
security and safety, and e-services recovery and banking choices. The newly
developed scale is valid and reliable for the target population and can be used
to measure customers’ experiences with banking e-services. Further testing is
warranted to ensure the scale’s suitability and stability over time and for
other populations.
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