Service Quality and Customer Satisfaction in Online Banking

Vijayalakshmi Dharmavaram and Rajyalakshmi Nittala
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Vijayalakshmi Dharmavaram: Department of Commerce & Management Studies, Andhra University, Visakhapatnam, India
Rajyalakshmi Nittala: Department of Commerce and Management Studies, Andhra University, Visakhapatnam, India

International Journal of Online Marketing (IJOM), 2018, vol. 8, issue 2, 45-56

Abstract: The main objective of this article is to examine online banking service quality factors that influence customer satisfaction in Visakhapatnam city, Andhra Pradesh, India. Data was collected through structured questionnaire from a sample of 513 respondents. Factor analysis was done to find out the contribution of each variable and multiple regression was used to test the hypothesis. This study found six factors, responsiveness, reliability, privacy and security, ease of use, website design and information quality that have positive influence on customer satisfaction. The findings help the banker to identify the critical areas to pay attention to increase customer satisfaction in online banking.

Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jom000:v:8:y:2018:i:2:p:45-56

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