A Study on the Impact of E-Banking Service Quality on Customer Satisfaction

S. V. Abil Das and Nima Ravi
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S. V. Abil Das: CET School of Management, College of Engineering Trivandrum, Kerala, 695017, India.
Nima Ravi: CET School of Management, College of Engineering Trivandrum, Kerala, 695017, India.

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Abstract: Indian banks are strategically using advancements in E-Banking services for retaining and attracting customers, and are therefore making large investments in implementing the latest E-Banking strategies to keep and intensify their competitive advantage. The study is intended to find the service quality dimensions and measure the impact of each factor such as reliability, security & privacy, website design, and responsiveness & communication, which affects customer satisfaction. Primary data was collected through an online questionnaire. A total of 149 responses to the questionnaires were collected. Correlation, Regression, ANOVA & Weighted average tests are used for data analysis. This study offers several recommendations about which service quality dimension needs to improve to make customers satisfy with E-banking services. So, these findings can be used by banks to improve the service quality of their E-banking service and thereby satisfy their customers.

Date: 2021-08-11
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Published in Asian Journal of Economics, Finance and Management , 2021, 3 (1), pp.450-458

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05188121

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