A Study on the Impact of E-Banking Service Quality on Customer Satisfaction

Main Article Content

S. V. Abil Das
Nima Ravi


Indian banks are strategically using advancements in E-Banking services for retaining and attracting customers, and are therefore making large investments in implementing the latest E-Banking strategies to keep and intensify their competitive advantage. The study is intended to find the service quality dimensions and measure the impact of each factor such as reliability, security & privacy, website design, and responsiveness & communication, which affects customer satisfaction.

Primary data was collected through an online questionnaire. A total of 149 responses to the questionnaires were collected. Correlation, Regression, ANOVA & Weighted average tests are used for data analysis. This study offers several recommendations about which service quality dimension needs to improve to make customers satisfy with E-banking services. So, these findings can be used by banks to improve the service quality of their E-banking service and thereby satisfy their customers.

E-Banking, Customer satisfaction, Service quality, reliability, security & privacy, website design, and responsiveness & communication

Article Details

How to Cite
Das, S. V. A., & Ravi, N. (2021). A Study on the Impact of E-Banking Service Quality on Customer Satisfaction. Asian Journal of Economics, Finance and Management, 5(1), 48-56. Retrieved from https://globalpresshub.com/index.php/AJEFM/article/view/1207
Original Research Article


Al-Hawari MA. How the personality of retail bank customers interferes with the relationship between service quality and loyalty. International Journal of Bank Marketing; 2015.

Amin M. Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing; 2016.

Gera R. A path analysis of perceived service quality, customer satisfaction, perceived value, and behavioural intentions in Indian retail banking. International Journal of Financial Services Management. 2011;5(1): 83-105.

Asiyanbi H, Ishola A. E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria. Accounting. 2018;4(4):153-160.

Sadowski BM. Advanced users and the adoption of high speed broadband: Results of a living lab study in the Netherlands. Technological Forecasting and Social Change. 2017;115:1-14.

Sardana V, Singhania S. Digital technology in the realm of banking: A review of literature. International Journal of Research in Finance and Management. 2018;1(2):28-32.

Manju S. Customers’ perception towards retail banking services of the commercial banks in Mandya town. Studies in Indian Place Names. 2020;40(12).

Lee GG, Lin HF. Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management; 2005.

Khurana S. Managing service quality: An empirical study on internet banking. IUP Journal of Marketing Management. 2009;8.

Nupur JM. E-banking and customers’ satisfaction in Bangladesh: An analysis. International Review of Business Research Papers. 2010;6(4): 145-156.

Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. 1988;64(1):12-40.

Saccani N, Visintin F, Rapaccini M. Investigating the linkages between service types and supplier relationships in servitized environments. International Journal of Production Economics. 2014;149:226-238.

Shankar A, Kumari P. Factors affecting mobile banking adoption behavior in India. The Journal of Internet Banking and Commerce. 2016;21(1).

Singhal D, Padhmanabhan V. A study on customer perception towards internet banking: Identifying major contributing factors. Journal of Nepalese Business Studies. 2008;5(1):101-111.

Tyagi S, Agrawal S, Saha S. Security issues of e-transaction in Banking and Finacial sector in Proceeding of National Seminar on Security issues of e-transaction in Banking and Finacial Sector. 23-24 January;2010.

Wolfinbarger M, Gilly MC. eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing. 2003;79(3):183-198.

Kim J, Jin B, Swinney JL. The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of retailing and Consumer Services. 2009;16(4):239-247.

Blut M, Frennea CM, Mittal V, Mothersbaugh DL. How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing. 2015;32(2):226-229.

Thaichon P, Lobo A, Prentice C, Quach TN. The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns. Journal of Retailing and Consumer Services. 2014;21(6):1047-1058.

Quach TN, Thaichon P, Jebarajakirthy C. Internet service providers' service quality and its effect on customer loyalty of different usage patterns. Journal of Retailing and Consumer Services. 2016;29:104-113.