A Study on the Impact of E-Banking Service Quality on Customer Satisfaction
S. V. Abil Das *
CET School of Management, College of Engineering Trivandrum, Kerala, 695017, India.
Nima Ravi
CET School of Management, College of Engineering Trivandrum, Kerala, 695017, India.
*Author to whom correspondence should be addressed.
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: Anti malaria trials, E-Banking, Herbal extracts., Customer satisfaction, Service quality, reliability, security & privacy, website design, and responsiveness & communication