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

Main Article Content

S. V. Abil Das
Nima Ravi

Abstract

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.

Keywords:
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
Section
Original Research Article

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