International Journal of

Business & Management Studies

ISSN 2694-1430 (Print), ISSN 2694-1449 (Online)
DOI: 10.56734/ijbms
Measuring the Psychometric Properties of the Customers' Experience with Banking Electronic Services During the COVID-19 Pandemic


The use of banking electronic services (e-services) increased dramatically during the coronavirus disease (COVID19) 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 COVID19 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.