A Study to Evaluate the Relationship among Customer Satisfaction Overall Internet Banking Service Quality and Service Quality Measures

Abstract

newline Purpose: The purpose of this study is to examine the relationship between three service quality dimensions, i.e., Online Customer Service Quality, Online Information System Quality and Banking Service Product Quality, that impact Overall Internet Banking Service Quality. Subsequent effect of these dimensions is examined on Customer Satisfaction. The study is conducted in Indian context. newlineDesign/methodology/approach: The customers of nationalized as well as private banks using internet banking services in India were requested to complete a self-administered questionnaire. The data obtained was tested for normality and reliability and thereafter multiple regression and linear regression was used to obtain the results and to measure the impact of three dimensions on customer satisfaction. newlineFindings: The results derived from statistical analysis show a significant relationship among the three dimensions of service quality and depicts that the three dimensions have a positive effect on customer satisfaction. The banks should focus more on the dimensions of service quality increase the the overall satisfaction of its customers. newlineOriginality/Value: Service quality dimensions that impact the overall internet banking service quality have been studied in the literature. The research conducted earlier in internet banking service quality have been reviewed and expanded. The study makes an attempt to examine the relationship between the three dimensions of services, overall internet banking service quality and customer satisfaction. newlineKeywords: Internet banking, Banking, Customer satisfaction, customer service quality, online banking.