E-Service Quality Dimensions: Striving for Customer Satisfaction in Online Banking Industry

Asian Resonance (P: ISSN No. 0976-8602 RNI No.UPENG/2012/42622 VOL.-6, ISSUE-3, July - 2017 E: ISSN No. 2349-9443)

Abstract


 Nidhi Phutela 

Assistant Professor, Deptt.of Management Studies, Symbiosis Centre for Management Studies, NOIDA Symbiosis International University, Pune, Maharashtra, India.


Nilanjan Ray 

Assistant Professor, School of Management, Adamas University, West Bengal , India.

The present study empirically assessed the impact of e-banking service quality dimensions on Customer Satisfaction (CS). This study attempted to examine the effective factors and its impact on service quality. The construct of e-Service Quality factors for online banking services was developed to determine dimensions of e-SERVQUAL. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 internet banking users through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and KMO & Bartlett’s test for factor analysis. Analysis of collected data reveals that there are three dimensions of service quality, namely, Technical dimension, Trustworthiness dimension and Strategic dimension which impact customer satisfaction. This paper depicts the overall impact of various service quality dimensions on internet banking service quality (I-SQ) for better customer satisfaction through statistical and analytical measures.

for full paper please visit below link :

http://www.socialresearchfoundation.com/upoadreserchpapers/1/167/1907110647311st%20nilanjan%20roy.pdf

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