Factors affecting service quality perception in internet-banking services: an evidence from Uttarakhand

Abstract

E-banking is the provision of banking service through electronic channels and the customer can access the data without any geographical and time limitation. The new technology development has created highly competitive market conditions for banking service providers. However, the dynamic market conditions expect the banks to better understand the changing needs of consumers. This study examines the factors affecting customer satisfaction for the continuation in dealing with internet-banking services. The study is conducted on the basis of convenient sampling and around three hundred questionnaires were distributed to corporate customers of different banks located in six major districts of Uttarakhand state. Factor analysis was used for the measurement of items which may strongly influence customer's level of satisfaction. The result indicates that, eight variables were found significant and were good predictors of overall satisfaction in e-banking. Therefore, banker and e-banking service designers should think over these dimensions and enable possible changes in the e-banking services which would help in enhancing service quality of internet-banking and increase the level of customers' satisfaction.