research paper on e banking customer satisfaction

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E-Banking and Customers’ Satisfaction in Bangladesh: An Analysis

by Ali Shah

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EPRA International Journal of Economic and Business Review

Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by a company have been met. Thus, customer satisfaction depends on several dimensions of service quality. Electronic banking or simply E-banking enables customers of a bank to conduct a range of financial transactions over the internet. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this study was to examine the relationship between the dimensions of E-banking service quality and customer satisfaction to determine which dimension can potentially have the strongest influence on customer satisfaction. Five service quality dimensions; Dependability, Timeliness, Security & Privacy, Physical facilities and Customize service derived with the support of literature review have been selected as forecasters of customer satisfaction in E-banking. Research design of the study is quantitative. Data has ...

2013, Global Journal of Management and Business Research

Sujan Chandra Poddar

2015, European Journal of Business and Management

Sadi Mohammad

Mudassir Husnain

Customer satisfaction is imperative for the incessant survival of any organization around the world. This research work intends to investigate the impact of E-banking variables on customer satisfaction in Pakistan. Five service quality dimensions; reliability, responsiveness, assurance, tangibles and empathy, derived from the SERVQUAL model with support of literature review have been selected as forecasters of customer satisfaction in E-banking. Research design of the study is quantitative. Data has been gathered through already tested questionnaire from 264 E-banking users as respondents, from different cities of Pakistan. Results of the study have revealed that there is momentous relationship between service quality dimensions and customer satisfaction in E-banking in Pakistan, with more weightage of reliability, responsiveness and assurance among the five dimensions. Through this study we can conclude that service quality in E-banking leads to satisfied customers and thus banks can gain competitive advantage by offering better-quality services to their customers in today's emulous world.

Reaz Mohammad

Due to the impossible extension of information and correspondence technology [ICT] the concept of banking has been significantly changed. Usage of modern state of the art technology has moreover immediately happened in Bangladesh which reflects are e-banking products and services. Such developed environment in banking and the consistently growing habits of the overall public to use mobile phone should be conductive of internet, online, and mobile banking here. The emergence of e-banking service is playing a fore front part for the country's money related headway boosting customer satisfaction. This research work is an attempt to find out the status of e-banking by customer satisfaction and importance level on different dimension of e-products like ATM, Credit Card, Internet/Online, Tele banking, and SMS Banking. This research is a combination of and particular examination as an effort was made to first expand some basic knowledge on e-banking through study of previous research on e-banking and general observation.

Mohammad Morad Hossain

Nasrin Jahan

2020, Academy of Strategic Management Journal

In Bangladesh, the usage and application of internet or online banking is booming in banking sector since the last decade. Still, several banking customers, who are still reluctant to adopt internet banking as a means of conducting their financial transactions. Perhaps, the banks have not been able to satisfy their clients with their provided internet banking services. Hence, the study explores the key determinants of customer satisfaction of internet banking services in Bangladesh. 121 banking customers took part in this study as a sample. Hypotheses were developed based on past studies. The study finds that service quality of the internet banking service, security and ease of use have positive impact on online banking customer satisfaction. The study has also applied some managerial implications for banking business managers.

2017, International Journal of Business and Management

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 sat...

AARF Publications Journals

The dynamics of service quality and satisfaction of customer on banks situated in various countries indicates that earlier studies offered no consensus over the subject, to confirm the issues and trends of these factors which regulate service quality and customer satisfaction. The purpose of this study was to examine the relationship between the dimensions of E-Banking service quality and customer satisfaction in Vashi, Navi Mumbai .Data were gathered using a survey instrument, which was distributed among bank clients. The data were statistically analyzed using structural equation modelling with SPSS. The findings show that reliability, efficiency ,and ease of use; responsiveness and communication; and security and privacy all have a significant impact on customer satisfaction, with reliability being the dimension with the strongest impact. E-Banking has become one of the essential banking services that can, if properly implemented, increase customer satisfaction, and give banks a competitive advantage. Knowing the relative importance of service quality dimensions can help the banking industry focus on what satisfies customers the most.

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Dr. Vijay M. Kumbhar

Dr. Navjit Singh

2020, CLIO An Annual Interdisciplinary Journal of History

This paper explores perceived service quality in a online retail bank setting in Jalandhar (India) and its influence on customer satisfaction. The purpose of this research is to understand the impact of variables of e-banking on customer satisfaction. Five service quality dimensions namely Security, Responsiveness, Navigation, Customer Service, and Quality of Content were chosen based on the SERVQUAL model and the literature review. These variables have been tested in e-banking to explore the relationship between service quality and the customer satisfaction. The data were gathered through survey interview by a structured questionnaire with 100 customers. The study shows that these factors are the important service quality dimensions for customer satisfaction in e-banking. The study also explores that Security, Responsiveness and Navigation have more contribution to satisfy the customers of e-banking in Jalandhar. The results from regression analysis suggest that these three dimensions of service quality influence customer satisfaction at a large. The information provided by this research can be used when designing marketing strategies to improve customer satisfaction in retail banking.

Elias Shetemam Beshir

2020, Strategic Journal of Business & Change Management

The objective of this study was to examine the direct effect of e-banking service quality dimensions on both customer satisfaction and customer loyalty of Commercial Bank of Ethiopia (CBE) in Bahir Dar. Quantitative research approach with explanatory research design was employed. Using convenience sampling technique, the data was gathered through already tested questionnaire from 380 E-banking service users of Commercial Banks of Ethiopia as respondents, in Bahir Dar Town. Seven service quality dimensions; efficiency, reliability, responsiveness, easiness, product portfolio, privacy and cost, derived from the SERVQUAL model with support of literature review were selected as forecasters of customer satisfaction and loyalty in E-banking. Structural Equation Model (SEM) and Confirmatory Factor Analysis (CFA) were used to analyze data. Research findings indicated significant impact of efficiency, responsiveness, easiness, privacy and Commission on Satisfaction and the significant impact...

Saeed Rouhani , saeed hasanzadeh , Mohammad Taghi Taghavifard

e-banking is able to provide speedy and more reliable services to the customers for which they would be happy. E-banking services not only have new competitive benefits, it also improves its relationship with customers. The purpose of this research is to understand the impact of variants of E-banking on the customers’ satisfaction with the Tosse’eh Credit Institute. Seven service quality dimensions, namely, effectiveness, assurance, accessibility, physical aspects, variety of services, price and reliability have been established based on the SERVQUAL model and the literature review. These variables have been tested in E-banking to explore the relationship between quality of service and the customer satisfaction. Data were gathered through a survey interview by a structured questionnaire with 400 customers. The study shows that these factors are the core dimensions of quality of service for customer satisfaction in E-banking. Finally, recommendations are provided to improve the quality of e-services.

Hayatuddeen Abdullahi Musa , Faisal Muhammad , Md. Tarek Habib

It was agreed that the e-banking growth of a country depends on plenty of factors, such as success of internet access, new online banking features, household growth of internet usage, dependable services to the customers for which they may be relatively satisfied than of manual system of banking. This study was aimed to investigate the customer satisfaction with e-banking service quality in Nigeria and Bangladesh.A descriptive cross-sectional type of study was conducted among the total of 98 samples which were selected purposively on the basis of availability. The data was collected directly from the respondents using online self-administered semi-structured questionnaire. Data was analyzed using Statistical Package for Social Sciences

PARAMASIVAN CHELLIAH

Today, almost all banks are adopted ICT as a mean of enhance service quality of banking services. They are providing ICT based e-services to their customers which is called as e-banking, internet banking or online banking etc. It brings connivance, customer centricity, enhance service quality and cost effectiveness in the banking services and increasing customers' satisfaction in banking services. Even now, customers are also evaluating their banks in the light of e-service era. However, author felt that, there are may be some possibilities of gaps between customers' expectations and actual perception of service quality, brand perception and perceived value in e-banking.

Indus Foundation International Journals UGC Approved

With the advent of Information technology (IT), there is a boom in e-services offered by all the industries around the globe. The banking industry is no different. E-banking is one of the commonly accepted IT solutions by most of the Indian banking and is playing a unique role in strengthening the banking sector and improving its service quality. There is expected an increase in customer satisfaction level with the improvised e-banking services, along with other benefits like reduction in the cost of banking operations, enhanced competitiveness and increased profitability. Therefore it is necessary to evaluate the effect of e-banking services on customer satisfaction. Research methodology-the present study is based on primary data, collected from 200 respondents availing E-banking services from the various public sector as well as private sectors banks. The questionnaire is designed based on dimensions of SERVQUAL model. Various statistical tools are applied for analysis of data. Factor analysis was used for data reduction. Cronbach alpha, KMO and Bartlett test of sphericity were applied to check reliability. Correlation and Regression analysis are run to test the effect of the service quality dimensions on overall customer satisfaction. Secondary data is collected from various journals, magazines, and websites for the extensive literature review. The data is processed on SPSS 16.0 Findings & conclusion: all the service quality dimensions are found to have a positive correlation with overall customer satisfaction. The regression analysis shows that all the service quality dimensions positively affect the overall customer satisfaction.

Valéry-Xavier Lentz

2020, Academy of Marketing Studies Journal

The purpose of this research is to know the important attributes of E-banking services of Public sector banks which impact the customer’s perception through modified SERVQUAL dimensions. Five dimensions Tangibility, Assurance, Empathy, Responsiveness and Reliability were taken into considerations. Data has been gathered from 252 respondents by convenience and snowball sampling method from two nationalized public sector banks using online surveys and field survey within bank premises. Factor analysis, weighted average score, mean score, regression analysis were used to extract the factors and to know the level of satisfaction. 43 items were taken in the questionnaire, which were categorized into five dimensions by using the SERVQUAL model. Key findings of this empirical study includes that the factors having higher factor loading are better satisfiers. All five dimensions i.e. Tangibility, Empathy, Assurance, Reliability, Responsiveness are positively related to the Customer satisfac...

Texila International Journal , Ahmad Shaker Ansari

2019, Texila International Journal of Management

Examining the effects of e-service quality dimensions on customer satisfaction in Afghanistan has been concerned. The aim of this research is to investigate the e-service quality on customer satisfaction in Afghanistan. The research is based on an empirical study using questionnaire as survey instrument to test the hypotheses. The influence of independent variables on depended variable is considered. A pre-test is conducted to obtain the preliminary assessment of internal validity of the research survey instrument, and to address objectives 300 Questionnaire is distributed among the respondents for the present study, the procedure adopted for the present study is categorized as convenience sampling method, collected data is analyzed using SPSS software. The outcome concluded that four of the proposed e-service quality dimensions have significantly positive impacts on the bank customers’ satisfaction, 82 percent of customer satisfaction among customers of e-banking sector significantly depends on the proposed groups of dimensions of e-Service Quality. Keywords: e-service, quality, customer and satisfaction.

PANDARINATHAN CHINNADURAI

Shirvan Keivani

armend salihu

2017, The Journal of Internet Banking and Commerce

The emerging development of Information and Communication Technology has brought many changes in almost all aspects of life. Newly developed electronic banking services like ATM Cards and e-banking, are replacing the traditional banking practice. The aim of this study is to look into the effect of product improvements, reliability and efficiency on customer satisfaction of electronic banking services. After a comprehensive literature review, the study provides a statistical analysis through a questionnaire which has been distributed to investigate the effect of product improvements, reliability and efficiency on customer satisfaction. Regarding the results obtained from the questionnaire, it is seen that all Cronbach’s Alpha values are within the acceptable level, whereas services and reliability are strongly correlated, but correlation between efficiency and satisfaction is weak. In the regression analysis, it was seen that while service and reliability have positive effect on cust...

Jamil Hammoud

Ijetrm Journal

2022, ijetrm journal

The purpose of this study was to investigate the relationship between the dimensions of electronic banking services and customer satisfaction in the Afghanistan Banking Sector to find out which dimension can potentially have the strongest influence on customer satisfaction. The scales were chosen from Rima et al., (2018). The study obtained data from 242 customers or clients ranging from the management to the customers of the bank. Data were analyzed using descriptive and inferential statistics which is Correlation and Multiple Regression model regression analysis. The study results revealed that reliability, efficiency, and ease of use; responsiveness and communication; and security and privacy all have a significant impact on customer satisfaction, with reliability being the dimension with the strongest impact. Meanwhile, it suggests that Afghanistan Banking Sector should increase their investment in E-Banking services and the financial institutions should work hand to hand to enhance their internet banking to make it flexible, fast and easy to use.

IAEME Publication

2022, IAEME PUBLICATION

E-banking is that the application of electronic means in interaction between bankers and customer, and bankers and businesses, still as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking services. An attempt has been made by evaluating the services rendered by banks through the E – banking services. The e-banking service bring slot of convince, customer centricity, augmented service quality and price effectiveness. A structured questionnaire was utilized in collecting the relevant data from the shoppersrespectively. More number of researchers and experts quoted that, service quality can be improved through advanced information and communication technology (ICT). This paper examines the customer satisfaction on the Electronic Banking Services of Banking sector. The sample size of the study is 150; the info is gathered from Google forms due to corona situation

Asian Journal of Applied Science and Engineering AJASE

The concept of E-banking or internet banking has been practiced by Citibank N.A successfully over the years. E-banking applications enable an account holder to gain control over the cash positions. Customization is another benefit for both the bank and the user if e-banking is used instead of traditional banking. It makes it easier for the user to carry out day to day transactions. Citibank via CitiDirect® Online banking streamlines banking activities by giving authorized access to certain authorized users at every level of the organization to corporate accounts. An easy to use web interface allows this procedure. Citibank N.A has achieved success in this field of e-banking and has been named the Best Internet Bank by Global Finance in the previous years. The Study was carried out using questionnaires survey from clients and multiple regression with satisfaction factors are found using SPSS software. The results clearly indicate that internet banking plays an important role in customer satisfaction. A very significant task is to understand the risks of customer satisfaction of internet banking and rectify the errors wherever possible. The results show that the majority of the users of internet banking are satisfied with the internet banking. Citibank also needs to be aware of future threats of internet banking and introduce new techniques to combat hacking, phishing, pharming and other unethical practices. It is also evident that those who use traditional banking want to switch to internet banking so the prospect of internet banking is very prosperous for Citibank N.A and Bangladesh.

Publisher ijmra.us UGC Approved

Internet banking is considered as one of the major services introduced by the banking sector recently to improve the satisfaction level of the customers providing more efficient and comfortable services. However, there is no sufficient empirical evidences whether the internet banking service qualities improve the customer satisfaction. Therefore, this study attempted to explore how internet banking service qualities affect the customer satisfaction? The data were collected from the 285 customers who are using internet banking services in Bank of Ceylon, Panadura Branch for the structured questionnaire conducting face-to-face interviews. Data were analyzed using Partial Least Squares-Structural Equation Modelling. The study tested seven hypotheses between seven dimensions of internet banking service qualities and customer satisfaction. The results revealed that contact, efficiency, system availability and compensation have significant positive impact on customer satisfaction while fulfilment, privacy and responsiveness did not have significant effect on the level of customer satisfaction. Results further revealed that the contact and efficiency are the most effected factors which improve the satisfaction level of the customers who are using internet banking. The empirical evidences helped to understand the relative efficacy of the service qualities of internet banking which will help policy makers to develop quality dimensions to improve customer satisfaction in order to expand the customer retention of banking sector.

IJARW Research Publication

2023, IJARW

This paper was conducted to identify the factors affecting the customers' satisfaction of the e-banking service quality at the joint stock commercial banks in Thai Nguyen province, Vietnam. 360 customers were randomly selected to serve as the respondents of the study. The findings revealed twelve out of twenty-five variables have very high impacts on the customer satisfaction with e-banking service quality at these banks. All of the 5 factors have positive correlations with the general satisfaction of the customers. Factor "security and privacy" has the strongest impact on customer satisfaction; factor "reliability" ranks the second strongest while factors "tangibles" and "assurance" have the lowest impacts, respectively.

Azizul Islam

Rajyalakshmi Nittala

International Journal of Online Marketing

The main objective of this article is to examine online banking service quality factors that influence customer satisfaction in Visakhapatnam city, Andhra Pradesh, India. Data was collected through structured questionnaire from a sample of 513 respondents. Factor analysis was done to find out the contribution of each variable and multiple regression was used to test the hypothesis. This study found six factors, responsiveness, reliability, privacy and security, ease of use, website design and information quality that have positive influence on customer satisfaction. The findings help the banker to identify the critical areas to pay attention to increase customer satisfaction in online banking.

Dr. Tehseen Jawaid , Syed Ali Raza

Purpose – This study aims to determine the effects of service quality dimensions on customer satisfaction in Pakistan by using the SERVQUAL model. Design/methodology/approach – A survey research questionnaire of 30 items has been adopted, and the data of 400 respondents were collected from the users of Internet banking of different banks located in Karachi city of Pakistan. Findings – The reliability analysis shows that all dimensions are reliable. Results of the factor analysis confirm the grouping of adopted questioner. At last, the regression analysis indicates a significant positive relationship between assurance, tangibility, reliability and responsiveness with customer satisfaction. Conversely, empathy shows a positive but insignificant effect on the customer satisfaction. Practical implications – It is recommended that the management of online banks has to focus on making the design and content of the Web sites more visually appealing to grab the attention of existing customers, as well as to attract new customers. The management has to take effective measures to further enhance the security and safety of online bank accounts, so that customers can maintain long-term relationships with the usage of online banking. Online banks have to provide more reliable services to the customers at heart to make the customers more comfortable and confident. The management should develop more effective systems to quickly solve the issues of customers. Originality/value – This paper makes a unique contribution to the literature with reference to Pakistan, being a pioneering attempt to investigate the customer satisfac

2019, © IASET

Banking is a demand-driven industry due to different preferences such as providing financial services to customers. Internet should be taken into account as an important issue for banks to delivery financial services. The internet is the ideal medium for carrying out banking activities due to its cost savings potential and speed of information transmission. From a technological and cost-driven standpoint, it may seem quite logical for banks to shift as many banking activities online as possible. At the same time, the question of how to foster customer loyalty arises when the relationship between the bank and the user becomes a virtual one. As it is completely necessary to perform a research studying the quality of services dimension in e-banking and measuring its effects on the customers’ satisfaction and loyalty, and also lack of examinations previously in this area despite the importance and steady growth of e-banking services in Sri Lanka, negligible research attention has been given to the interactions among e-banking service quality dimension,ecustomer satisfaction, e-loyalty,& personal factors in the Northern Province of SriLanka by using survey data and conceptual model. Quantitative methodology was conducted and Questionnaires were distributed to the internet banking users using Random Sampling procedure. A survey of 305 e-banking users of 7 selected banks in Northern Province of SriLanka has been conducted and a Structural Equation Modeling (SEM) approach by employing Smart PLS3 of statistical data analysis technique has been used to gain what are the interactions among e-service qualities, e-customer satisfaction, and e-loyalty and customer’s personal factors can be ensured. Based on the result of analysis it can be concluded that there is a positive interaction among e-service qualities, e-customer satisfaction, and e-loyalty and also additionally there is a moderating effect by personal factors such as age, education and personal experience & knowledge are impacted the above interactions. According to the model content, e-convenience are considered more importance by revealing that customer relies on acquiring the exact service offered (time, accuracy, customization and convenience) and how the bank is handling customer problems. Also, customers depend on e-responses which mean providing the proper assistance and attaining customer needs & remedial actions. Finally, e-trust as security measures concerns over the adoption and online banking transaction is considered important when fighting against the hackers and vulnerabilities in dealing with online banking.

Chrishankar Janathanan , Bakeerathy Mohalingam

— Purpose: Nowadays, the banks are mainly focusing on promoting the concept of e-banking among their customers since it can provide speedier, faster and reliable services to the customers better than traditional banking. Therefore, the purpose of this research is to explore the impact of e-banking on the customer satisfaction within the HNB PLC, Colombo district in Sri Lanka. Methodology: The researcher used primary as well as the secondary source of data where the required primary data was collected through questionnaires and interviews. The random sampling technique was used to recruit 210 customers representing the desired range of demographic variables (educational level, occupation, gender and age). Three interviews were conducted with two customers and an employee of HNB PLC in depth to achieve the research objectives. An analysis of data was done by the use of SPSS version of 21. Findings: The results showed that impact of e-banking had a positive effect on Hatton National Bank PLC's customers. It is because, all variables namely convenience, reliability, responsiveness, security and costs correlated with a strong positive relationship, and their significance level is below 0.05. The study also indicates that convenience, security and costs (fees and charges) are the main factors contributing to satisfy the customers of e-banking in HNB PLC. Originality/value: The research was developed based on the existing knowledge from previous researchers regarding what constitutes e-banking service. The study offering key recommendations towards HNB PLC's decision making to further enhance the level customer satisfaction in e-banking.

Rahela Farooqi

Purpose: To add to the existing knowledge in the electronic banking field of study. To help the banks and policy makers have a better understanding of the internet banking dimensions and their contributions towards customer satisfaction. Especially since not much research has been done in this regard in India which has become the hub of e-banking development after the recent demonetization by the present government, enabling people to go cashless and enhance a digi economy. Design/Methodology/Approach: An exploratory survey with the help of a Likert based questionnaire was conducted to investigate the impact of Internet Banking service quality on customer satisfaction in New Delhi. Judgmental and convenience sampling was used and various kinds of internet banking customers were approached in New Delhi. Data were collected from a sample of 194 internet banking customers. Findings: The result implicated that the internet banking service quality dimensions have a significant impact on ...

Publishing India Group

A considerable growth of internet based services hase been observed in the last few years. Managing service quality while using internet as a distribution channel, is the challenge for the service provider. This study aims at evaluating service quality of internet banking services in Anand city from customer's perspective. A structured questionnaire containing 21 quality items is administered to various target groups. In this study, 5 quality dimensions i.e. Responsiveness, Reliability, Efficiency, Privacy of information and Easiness to use are considered. Customers from two leading Banks, one from Public sector (State Bank of India) and one from Private sector (ICICI Bank) were considered for the purpose of study. Data was statistically analyzed to assess overall service quality of Internet Banking.

E-banking service is a new service, applying technology, plays an important role in improving the business efficiency of banks and becomes an indispensable force in the business model of the Industry 4.0 era. This article studies the factors affecting customer satisfaction about the quality of e-banking services in Vietnamese commercial banks.

Bushra Mahadin

2010, International Journal of Services, Economics and Management

Masudur Rahman

The use of Internet is growing rapidly in all business sectors to maintain effective relationships with customers, suppliers, distributors and many other parties. Banking sector is receiving the benefits of Internet by providing online services to the customers. Online services of banks are very useful for the internal employees and the customers where popularity of banking is increasing gradually. The benefits of E-Banking are enormous for both the financial institutions and bank customers. These benefits are the basis for the growth of the E-Banking. For the bank customers, the biggest benefit of E-Banking is convenience, longer banking hours, flexibility and accessibility. Despite the benefits and advantages of E-Banking, there are drawbacks and weaknesses. In developing this study, a pre-defined methodology and procedure have been followed. The aim of this research is to evaluate customers' perceptions on the Electronic banking services in Bangladesh.

accounts ziraf

2015, res publication

The purpose of this paper is to know the perception of the customers' towards dimensions of ebanking across income. A convenience sampling technique was used to recruit 320 customers through a well designed questionnaire from Public and Private Banks of NCR, India. The questionnaire is representing the demographic characteristics of the customers e.g. gender, income and name of the bank. Data has been analysed by reliability test, factor analysis, descriptive analysis and one-way ANOVA. This research showed that dimensions of E-banking have significant difference across demographic variable i.e. income.

2021, Cosmos Multidisciplinary Research E-Journal

A Multidimensional Scale (eBankQual) for Customers Satisfaction in E The purpose of this study is to develop a specialized instrument for measuring service quality and customer satisfaction in e survey of the customers has been conducted using schedule. The presents s performance only scale the 'eBankQual' to assess customers' perception in e In this scale author has used 13 indicators as a determinants of customer satisfaction in e banking services. The result of statistical tests and 'eBankQual' is suitable and reliable scale to assess customers' satisfaction in e service setting.

Journal ijmr.net.in(UGC Approved)

concerning both customer base and performance. Service quality is an indispensable competitive strategy to retain customer base. Service quality plays a major role in getting customer satisfaction. Banks are trying hard to win customer satisfaction by providing better quality services. This study compares customers' perceptions of service quality of both public and private banks of India. The service quality of both the banks has been measured using SERVQUAL (service quality) scale. Data was collected from

Marwan Shammot

2021, Academy of Strategic Management Journal

Dr. Tejinder Pal Singh Brar

E-banking has seen a dramatic growth in the past several years and it will continue to grow in the years to come. Banks offers number of electronic products and services through online channels. Corporate customers are the biggest source of revenue for banks in India. Corporate customers and E-banking has been studied very modestly in the past, and particularly the decision-making factors driving customers to transact through online channels. This study evaluates electronic banking service quality from the corporate customers' perspective and it also examines the effects of service quality. The constructs in this study were developed and evaluated for reliability and validity by using measurement scales from prior studies. In this study SEM has been used to confirm the factors analysis results. The results in this study indicate that empathy, security, privacy, reliability, responsiveness and tangibility have influence on customer's perceptions about service quality. This study has its share of limitations that serves directions for future research.

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