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Measuring Customer Satisfaction on Webqual Dimension for Online Banking: An Empirical Study

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  • Dr. Shubham Goswami

Abstract

As e-commerce is becoming increasingly mature, customers are empowered to shape clear expectations for online service quality attributes. Assessing the quality of a Website has received growing attention from academics and practitioners. The current study utilises the expectation-disconfirmation paradigm to gauge service quality and customer satisfaction. This research uses WebQual framework to analyse the gap between perceptions and expectations of the customer, concerning the online banking services. Three dimensions of service quality: usability, information quality and service interaction have been considered for this empirical research. The research methodology was carried out in a cross sectional survey. The result of research showed that services offered have a positive impact and are significant in building customer satisfaction. Nevertheless, this research would render and extend the scope to banks and decision makers to calibrate attributes, configuring services quality for improved customer satisfaction.

Suggested Citation

  • Dr. Shubham Goswami, 2013. "Measuring Customer Satisfaction on Webqual Dimension for Online Banking: An Empirical Study," Paradigm, , vol. 17(1-2), pages 25-36, January.
    • Handle: RePEc:sae:padigm:v:17:y:2013:i:1-2:p:25-36
    DOI: 10.1177/0971890720130104
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