Gap between expectation and perception of customers about e-banking services for each service quality dimensions in selected public and private sector banks in India

Abstract

This paper analysed the gap between expectation and perception of customers about e-banking services for each service quality dimensions in selected public and private sector banks in India. For this study, a sample of top ten public and top ten private scheduled commercial banks has been taken from three selected cities of National Capital Region of India. A sample size of 600 customers selected taking ten customers from each bank by using non-probability convenience sampling through well-structured questionnaire and 578 questionnaires were used in final analysis. Service quality model (SERVQUAL) was used for analysing the gap between expectation and perception of customers about e-banking service. The study found that service quality in e-banking system of selected public banks for six dimensions (tangibility, reliability, responsiveness, empathy, efficiency and privacy) was better in comparison to selected private banks. For assurance aspect, private banks had higher service quality in comparison to public sector banks.