219 Copyright © 2018, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. Chapter 16 DOI: 10.4018/978-1-5225-4831-7.ch016 ABSTRACT Evidence exists that delivering superior e-service quality is a vital strategy to success. With the growth in businesses ofering internet-based transactions, measuring e-service quality becomes an imperative subject to understand what customers expect and perceive in online banking transactions. It recognizes customers’ priority and enhances the long-term relationship with them. This study proposes a conceptual model for measuring internet banking service quality and concentrates on evaluating customers’ percep- tions and their attitude. For empirical estimation, the data was collected from customers who regularly use online banking facilities. Respondents were asked to fll the standardized questionnaire based on their experience with the online services provided by their banks. The results of this study may help the banks to understand the customers’ attitude, which may assist to maintain and improve the service delivery. INTRODUCTION The usage of internet has been expanding over the past few years. The latest statistics revealed that almost 3.6 billion people in the world access the internet (www.internetworldstats.com/stats.htm, accessed June 2016), which imply that around 46 per cent of the world population use the internet medium. Customers are adopting internet to shop because it enables them to purchase goods and services in a more conve- nient way (Chen and Chang, 2003). The internet had a profound impact on almost all the financial institutions, including the banks. Many banks have improved their functions by adopting various technologies. Internet banking is one of the innovations among all the information technologies (Guraău, 2002). It is leading the world into A Measure of E-Service Quality for Banks: Customers’ Perceptions and Attitudes Gazal Punyani Mody University, India Sourabh Sharma International Management Institute, India