FACTORS INFLUENCING OVERALL SERVICE QUALITY OF ONLINE BANKING: A COMPARATIVE STUDY OF INDIAN PUBLIC AND PRIVATE SECTOR BANKS

Viral Bhatt () and Bhoomi Mehta ()
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Viral Bhatt: SAL Institute of Management, Opp. Science city, Sola Bhadaj Road, Ahmedabad, Gujarat-380060
Bhoomi Mehta: Institute of Management, Nirma University, Sarkhej – Gandhinagar Highway, Gota, Ahmedabad, Gujarat 382481

Review of Economic and Business Studies, 2020, issue 25, 27-46

Abstract: Customer relationship and retention is the key to success for banks. One of the way to achieve it, is through improvement in overall service quality of online banking. This paper have identified factors influencing overall service quality of online banking by survey of 1014 online banking users and have proposed a model. Next, model was validated through a comparative study of public and private sector banks in India. Paper concludes that all independent factors of proposed model do influence overall service quality of online banking of both types of banks but the individual factor influence differently with different bank types.

Keywords: online banking; overall service quality; factor analysis; multiple regression analysis; public and private banks. (search for similar items in EconPapers)
JEL-codes: C21 G21 L86 O33 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:aic:revebs:y:2020:j:25:bhattv

DOI: 10.1515/rebs-2020-0102

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