Services Quality in Online Banking

Abstract

The manner in which banking errands are carried out has been significantly altered as a result of the ongoing development and expansion of online banking. As online banking gradually replaces the traditional bank, customers and banks must find new ways to communicate. The relationship between banks and their customers has shifted from a physical to a digital one as a result of self-service technology and customer demands. Web based financial connections were laid out to make interest for long haul relations to keep away from the expense of securing new clients. Because it influences a bank's performance, it has become important to investigate how online banking service quality factors affect customer satisfaction. where the performance increases the likelihood of gaining advantages over rivals, such as a larger market share and long-term banking industry success. Using service quality factors from the e-SERVQUAL, SSTs, and TAM, this thesis aims to explain how customer satisfaction is affected by online banking service quality. In order to test the study hypotheses, a positivistic and deductive research approach employed a quantitative method based on relevant theories. 110 people participated in this study, which led to the findings. Technology and fulfillment contributed the most to customer satisfaction, while reliability contributed the least, indicating a positive relationship between service quality and customer satisfaction.