Examining Factor Analysis Results of Customers' Experiences With the Banking Electronic Services (CEBES) Scale

Abstract

This article examines the validity of a newly developed research instrument, the Customers' Experience of Banking e-Services (CEBES) scale. The study was conducted in Saudi Arabia during the COVID‐19 pandemic; it used both exploratory and confirmatory factor analysis to measure the original 75-item scale. A convenience sampling technique was used to select 555 electronic banking services customers. Exploratory factor analysis yielded a four-factor, 54-item scale, which was run with a cutoff point of .5 to ensure high proportional contribution of each scale item. The four factors were: reflections on bank processing of complaints; recovery of e-banking services; bank webpages; and perceived safety and confidentiality of information. The newly developed scale could be used to measure customers' experience of banking e-service and identify areas requiring improvement. Despite achieving an acceptable level of statistical strength, the 54-item CEBES requires further testing on other populations.