Analyzing the Impact of Service Quality on Satisfaction in E-Banking Services- An Empirical Study

S Vijayanand ,Logesh Kumar S

doi:10.24002/kinerja.v25i2.4593

Abstract

Customer satisfaction is now taking as a core issue in all the service oriented sectors and especially, banking institutions have considered this as a base point due to heavy competition and proffering higher services through digital and electronic mode. Even though they have offered better service, satisfaction level towards these E-banking services among the customers is not dynamic because of not having adequate knowledge among them in using these services which clearly reflected the under usage of customer knowledge management by the banking authorities. Taking into consideration, this study focusing the effect of E-Banking Services on customer satisfaction particularly in Public sector Banks of India through 667 customers selected through simple random sampling technique by getting the opinion through self administered questionnaire. Tools like Confirmatory Factor Analysis (CFA), Percentage Analysis, Karl Pearson’s Correlation, Multiple Regression Analysis, Comparing mean test were carried out and the result revealed that there existed a positive association between the factors under E-Banking Services and demographic variables too with the Customer Satisfaction and all factors were highlighted as a forecaster for Satisfaction.

Highlights

One of the integral parts of ongoing strategy of fiscal organizations were delivering quality service in the e-banking services and constituting this as an essential ingredient for success and survival in today’s aggressive environment
This study focusing the effect of E-Banking Services on customer satisfaction in Public sector Banks of India through 667 customers selected through simple random sampling technique by getting the opinion through self administered questionnaire
This study has considered the primary objective as analyzing the impact of the e-banking services and its service quality on the customer satisfaction through important factors pertaining to customer satisfaction like Responsiveness, Convenience and Security especially in the Public Sector banks in India with the following research questions

Summary

Introduction

One of the integral parts of ongoing strategy of fiscal organizations were delivering quality service in the e-banking services and constituting this as an essential ingredient for success and survival in today’s aggressive environment. For the success of every organization, quality in services is mandatory to gain the Analyzing the Impact of Service Quality on Satisfaction in E-Banking Services- An Empirical Study (Sanli & Hobikoglu, 2015) highlighted that Electronic Banking is a channel that provides anywhere and anytime banking services to the customers technically as well as customer friendly since 1997 and gained a speed from 2000 to till date. (Sanli & Hobikoglu, 2015) highlighted that it was only the advance technologies that was the source for overcoming the interbank competition. Still there exist problem in the e-banking services and the expectation of the customers has not been fulfilled and as advised by (Sharma et al 2020) that the banking service providers have to make plan and work out the strategy for improvising the service based on the expectation of the customers

Objectives

Methods

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Discussion

Conclusion