Abstract
This research renders analysis of the web sites and service quality that banks in Bosnia and Herzegovina (B-H) deliver through the Internet to the clients and other stakeholders. Objective of study was to examine how a set predetermined dimensions and attributes of Web services quality delivery represent tangible and intangible elements that influence banking industry image. The analysis is based on the model of service quality delivery through Internet, defined by Zeithaml, Parasuraman and Malhtra (2002). Research results show many interesting things about Internet presentations of banks in B-H. Of all the banks included in the research (23), only one bank provides no basic information about itself (4.35%), while one bank provides its information in the form of presentation. The rest of the banks provide complete information on themselves (95.65%). The English version of their web pages is provided by 15 banks (65.2%), while the remaining six banks (26.1%) do not provide such a service. Two banks (8.7%) have broken links. Standard navigation is provided by 22 banks (95.65%), while only one bank (4.35%) provides specific link to the previous page through the“fast link”. Banks in B-H do not have any privacy policies.
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