A relationship between service quality and customer satisfaction in e-banking services- a study with reference to commercial banks in Chennai City

Abstract

Purpose: This paper's main aim is to validate the service quality dimensions offered by commercial banks in the study area and the relationship between service quality dimensions and customer satisfaction provided by commercial banks. Theoretical Framework: In India, three categories of commercial banks are the public sector, private sector, and foreign banks. These banks have heavy competition among themselves in maximising their customer base. Design/Methodology/Approach: The researcher collected 600 responses through convenience sampling. Applied exploratory factor analysis, confirmatory factor analysis, regression analysis and structural equation model to conclude that service quality of electronic banking service is not a unique phenomenon. Findings: E-Banking depends upon the five essential factors: reliability, safety and security, assurance, technological augmentation, and quickness since the electronic banking services offered by commercial banks are entirely based on the Internet process. Research, Practical & Social Implications: The study identifies the customer requirements and how commercial banks could satisfy such requirements with their banking strategies. Also, the study identifies whether any demographic difference exists among the customers of commercial banks in perceiving the quality of e-banking services.