Abstract
The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.
Highlights
In Sri Lanka, banking industry contributes 58 percent of the country’s financial requirement, and this is one of the significant industries (Thusyanthy & Senthilnathan, 2012; The official government news portal of Sri Lanka, 2013; Central Bank of Sri Lanka, 2014)
Six prominent banks in Sri Lanka-Bank of Ceylon, People’s Bank, Commercial Bank of Ceylon Plc, Hatton National Bank Plc, Sampath Bank Plc and Seylan Bank Plc have adopted the electronic banking (e-banking) to get the competitive advantage and to give the convenient services to their customers, and this is true for Batticaloa district in particular. (Note 1) many firms use service quality as an effective and essential tool to compete successfully within the industry (Stuart & Tax, 1996; Hartono, 2012; Chen, Cheng & Hsu, 2015) and this is appropriate for the banks, which are delivering their products and services via online (Yang, Jun & Peterson, 2004; Zarei, 2010; Mahfooz, Al-Motairi, Ahmad & Khan, 2013)
Service quality in the e-banking context is the key determinant in differentiating service offering form the competitors and building competitive advantage and service quality becomes as a crucial issue in e-banking (Santos, 2003; Bauer, Hammerschmidt & Falk, 2005; Zarei, 2010; Ariff, Yun, Zakuan & Jusoh, 2012), but what is the degree of service quality in the e-banking in Batticaloa district? Extant published researches do not answer this question
Summary
In Sri Lanka, banking industry contributes 58 percent of the country’s financial requirement, and this is one of the significant industries (Thusyanthy & Senthilnathan, 2012; The official government news portal of Sri Lanka, 2013; Central Bank of Sri Lanka, 2014). Six prominent banks in Sri Lanka-Bank of Ceylon, People’s Bank, Commercial Bank of Ceylon Plc, Hatton National Bank Plc, Sampath Bank Plc and Seylan Bank Plc have adopted the electronic banking (e-banking) to get the competitive advantage and to give the convenient services to their customers, and this is true for Batticaloa district in particular. Service quality in the e-banking context is the key determinant in differentiating service offering form the competitors and building competitive advantage and service quality becomes as a crucial issue in e-banking (Santos, 2003; Bauer, Hammerschmidt & Falk, 2005; Zarei, 2010; Ariff, Yun, Zakuan & Jusoh, 2012), but what is the degree of service quality in the e-banking in Batticaloa district?
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