Development of Model to Evaluate Service Quality Gap in the Generation of Digital Banking

Abstract

quotTechnological developments have made the Banking industry to change their conventional ways of service delivery as well as product offerings and the era of Digital Banking has begun. Service Quality and customer satisfaction are the keys to success for any business. Despite of several studies in the area of customer satisfaction and/or service quality of various alternate banking channels separately, no model/tool is available to evaluate service quality of Digital Banking services as a whole. In this research, 41 individual constructs of the service quality of Digital Banking services have been identified after a thorough literature review and personal discussions with customers as well as banking professionals. Conceptual model with seven factors Materiality, Accessibility, Complexity, Competence, Assistance, Security and Connectivity has been developed using these 41 constructs. For the purpose of the validation primary data has been collected through a structured questionnaire from 1029 customers of 10 different banks from 4 major cities of Gujarat. The conceptual model developed in this research has been validated through statistical tools like Correlation, Multiple Regression and Discriminant analysis etc. The model developed in this research is capable of evaluating service quality of Digital Banking services of any bank and also able to correctly classify the satisfaction regarding Digital Banking services. This PhD thesis would be useful for banks and financial institutions in evaluating service quality of their Digital Banking services and take necessary steps to improve the same. newlinequot newline newline