ABSTRACT
Objective: This research aims to analyze the perception of quality in e-banking services. For this, a theoretical model was proposed using adapted and validated constructs of the quality of e-banking services, based on the set of three variables: security, ease of use and efficiency.Method/approach: Cross-sectional descriptive quantitative research, through the collection of primary data via google forms. The questionnaire obtained the amount of 367 answers, of which 348 were valid. Statistical techniques were used for data analysis and the results revealed that security, ease of use and efficiency have a positive effect on the quality of the e-service. In addition, the innovation variable was tested and found that it influences the quality and satisfaction of e-banking services.Main Results: The results reveal that the constructs positively influence the quality of the e -service and reinforce the importance of innovation in online banking services, which allow the customer more agility, efficiency and security in banking transactions. Theoretical/practical/social contributions: As a theoretical contribution, this work tested the ServQual scale in the e-service adapted for the Brazilian market. Regarding managerial practices, this research will contribute to banks that use e-banking services, since they build their strategies based on the digital service. Originality/relevance: The present study innovates in testing the ServQual scale in the e -service adapted for the Brazilian market. As well as in carrying out the analysis, the insertion of innovation as a moderator in the perception of quality and satisfaction in the digital banking service.