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Purpose This study contributes a multidimensional measure of service quality impacting on the trust and satisfaction of customers using internet banking. Design/methodology/approach Unlike previous studies reporting on independent factors of service quality affecting customer trust ESTUDIOS DE ADMINISTRACIÓN, VOL. 20, No 1 (2013), PP. 1-36 2 and satisfaction, this study elaborates and tests a multidimensional measure of service quality in the context of internet banking services. In addition, this study tests a proposed model and rival models showing how service quality impacts on customer trust and satisfaction. Findings Service quality is a second-order factor with 6 dimensions revealing 6 important characteristics of the service quality that is expected in Internet banking. They are not separate characteristics of service quality but dimensions of a construct. The proposed model showing a direct impact of service quality on satisfaction and an indirect one on trust is the best tested model using structural equations. Research limitations/practical implications: The research limitations and practical implications of the results are discussed. Originality/value The study elaborates and tests a multidimensional measure that is a comprehensive, and at the same time, parsimonious, approach to service quality when explaining customer trust and satisfaction in internet banking services.

The Effects of Service Quality on Customer Trust and Satisfaction in Internet Banking