Internet banking service quality and its impact on customer satisfaction

Bahareh Sheikhi and Aisha M. Sheriff (2016) Internet banking service quality and its impact on customer satisfaction. International Journal of Research in Commerce, Economics & Management, 6 (8). ISSN 2231-4245

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The current study is a diffident attempt to determine the changes taking place after internet banking, to evaluate the banks' service quality and to know about customers’ perceptions regarding internet banking. The specific objectives of the study are, to find out the impact of internet banking on service quality in banking sector in India; and to identify the gaps in operational performance and service quality of internet banking services and to make recommendations for improvement. Three public sector banks and three private sector banks were selected considering their asset base. In order to obtain an even more comprehensive and banking industry specific measure of the service quality, five more dimensions including 21 additional items were added to the SERVQUAL scale. So, the present research consists of mainly nine dimensions. The data required for performing this study was collected using a structured questionnaire administered to 150 customers in Pune city. The collected data are analyzed using Principal Component Factor Analysis. Suggestions are given based on the information interpreted from the data.

Item Type: Article
Subjects: G Commerce > Management Science
Divisions: Department of > Management
Depositing User: Arshiya Kousar Library Assistant
Date Deposited: 17 Dec 2019 09:33
Last Modified: 03 Nov 2022 10:05

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