E-banking Service Quality Dimensions and Its Effect on Customers Satisfaction

Abstract

solutions by most of the Indian banks. It is playing a unique role in strengthening the banking sector and improving its service quality. There is expected improvement and tremendous increase in customer satisfaction level with the advent of e-banking services, along with other benefits like reduction in cost of banking operations, enhanced competitiveness and increased profitability. Therefore it is necessary to identify the dimensions of e-banking services and evaluate its effect on customer satisfaction. Research methodology- the present study is based on primary data, collected from 200 respondents availing E - banking services from various public sector as well as private sectors banks. The questionnaire is designed based on dimensions of SERVQUAL model. Various statistical tools are applied for analysis of data. Factor analysis was used for data reduction. Cronbach alpha, Kaiser- Meyer Olkin (KMO) and Bartlett test of sphericity were applied to check reliability. Correlation and Regression analysis were run to test the effect of the service quality dimensions on overall customer satisfaction. Secondary data was collected from various journals, magazines and websites for extensive literature review. The data was processed on SPSS 16.0 Findings and conclusion: all the service quality dimensions were found to have a positive correlation with overall customer satisfaction. The regression analysis showed that all the service quality dimensions positively affected the overall customer satisfaction.