IDEAS home Printed from https://ideas.repec.org/a/ags/jrpieb/125807.html
   My bibliography  Save this article

Linkage between online banking service quality and customers

Author

Listed:
  • Baskar, S.
  • Ramesh, Mahalingam

Abstract

Banks have expanded the scope of competition to an e-environment with online banking. The commercial banks in India are introducing online banking to their customers in order to retain their customers from the competition given by foreign banks. Even though, these are so many empirical studies related online banking service quality and customers satisfaction. Hence, the present study has an attempt to fill up the research gap. The findings of the study reveals that the online customers service quality, online information system quality and banking service product quality are significantly and positively influencing the customer satisfaction.

Suggested Citation

  • Baskar, S. & Ramesh, Mahalingam, 2010. "Linkage between online banking service quality and customers," Perspectives of Innovations, Economics and Business (PIEB), Prague Development Center (PRADEC), vol. 6(3), pages 1-7, October.
    • Handle: RePEc:ags:jrpieb:125807
    DOI: 10.22004/ag.econ.125807
    as

    Download full text from publisher

    File URL: https://ageconsearch.umn.edu/record/125807/files/12_PIEB_V6_INDIA_S.Baskar_M.Ramesh_d_ac.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.22004/ag.econ.125807?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. David W. Gerbing & James C. Anderson, 1992. "Monte Carlo Evaluations of Goodness of Fit Indices for Structural Equation Models," Sociological Methods & Research, , vol. 21(2), pages 132-160, November.
    2. Hatice Jenkins, 2007. "Adopting Internet Banking Services in a Small Island State: Assurance of Bank Service Quality," Development Discussion Papers 2007-07, JDI Executive Programs.
    3. DeYoung, Robert & Lang, William W. & Nolle, Daniel L., 2007. "How the Internet affects output and performance at community banks," Journal of Banking & Finance, Elsevier, vol. 31(4), pages 1033-1060, April.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. S.Baskar & M. Ramesh, 2010. "Linkage Between Online Banking Service Quality And Customers," Perspectives of Innovation in Economics and Business (PIEB), Prague Development Center, vol. 6(3), pages 45-51, October.
    2. Gangopadhyay, Partha & Jain, Siddharth & Bakry, Walid, 2022. "In search of a rational foundation for the massive IT boom in the Australian banking industry: Can the IT boom really drive relationship banking?," International Review of Financial Analysis, Elsevier, vol. 82(C).
    3. Szopiński, Tomasz Stanisław, 2016. "Factors affecting the adoption of online banking in Poland," Journal of Business Research, Elsevier, vol. 69(11), pages 4763-4768.
    4. Bilgihan, Anil & Barreda, Albert & Okumus, Fevzi & Nusair, Khaldoon, 2016. "Consumer perception of knowledge-sharing in travel-related Online Social Networks," Tourism Management, Elsevier, vol. 52(C), pages 287-296.
    5. repec:wsi:acsxxx:v:21:y:2019:i:08:n:s1363919619500130 is not listed on IDEAS
    6. Donal G. MCKILLOP & Barry QUINN, 2015. "Web Adoption By Irish Credit Unions: Performance Implications," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 86(3), pages 421-443, September.
    7. Belén Casales Morici, 2022. "Strategic corporate entrepreneurship practices in financial services firms: the role of organizational factors," SN Business & Economics, Springer, vol. 2(9), pages 1-26, September.
    8. Shaohua Yang & Zeyun Li & Yaxin Ma & Xingxing Chen, 2018. "Does Electronic Banking Really Improve Bank Performance? Evidence in China," International Journal of Economics and Finance, Canadian Center of Science and Education, vol. 10(2), pages 82-94, February.
    9. Yu-Te Tu & Yu-Yi Chang, 2011. "Relationships among Service Quality, Customer Satisfaction and Customer Loyalty in Chain Restaurant," Information Management and Business Review, AMH International, vol. 3(5), pages 273-282.
    10. Bos, J.W.B. & van Santen, P.C. & Schilp, P., 2013. "The importance of reallocation for productivity growth: Evidence from European and US banking," Research Memorandum 056, Maastricht University, Graduate School of Business and Economics (GSBE).
    11. Mogotsinyana MAPHARING & Elang BASUHI, 2017. "Electronic Banking and Bank Performance: Botswana Context," International Journal of Emerging Trends in Social Sciences, Scientific Publishing Institute, vol. 1(1), pages 84-93.
    12. Gregory McKee & Albert Kagan, 2016. "Determinants of recent structural change for small asset U.S. credit unions," Review of Quantitative Finance and Accounting, Springer, vol. 47(3), pages 775-795, October.
    13. Simran Jit Kaur & Liaqat Ali & M. Kabir Hassan & Md Al-Emran, 2021. "Adoption of digital banking channels in an emerging economy: exploring the role of in-branch efforts," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 107-121, June.
    14. Jian-Hang Wang & Yu-Hsien Wu & Phil Yihsing Yang & Hsiang-Yi Hsu, 2023. "Sustainable Innovation and Firm Performance Driven by FinTech Policies: Moderating Effect of Capital Adequacy Ratio," Sustainability, MDPI, vol. 15(11), pages 1-15, May.
    15. Fredriksson, Antti & Moro, Andrea, 2014. "Bank–SMEs relationships and banks’ risk-adjusted profitability," Journal of Banking & Finance, Elsevier, vol. 41(C), pages 67-77.
    16. Vicenta Sierra & Oriol Iglesias & Stefan Markovic & Jatinder Jit Singh, 2017. "Does Ethical Image Build Equity in Corporate Services Brands? The Influence of Customer Perceived Ethicality on Affect, Perceived Quality, and Equity," Journal of Business Ethics, Springer, vol. 144(3), pages 661-676, September.
    17. Eduardo Minuci & Scott Schuh, 2022. "Are West Virginia Banks Unique?," Working Papers 22-03, Department of Economics, West Virginia University.
    18. Chen, Shu-Ching & Quester, Pascale G., 2015. "The relative contribution of love and trust towards customer loyalty," Australasian marketing journal, Elsevier, vol. 23(1), pages 13-18.
    19. J.W.B. Bos & P.C. van Santen & P. Schilp, 2009. "Reallocating Profits in Restructuring Industries: Evidence from European and US Banking," Working Papers 09-12, Utrecht School of Economics.
    20. Jason Allen & Robert Clark & Jean-François Houde, 2008. "Market Structure and the Diffusion of E-Commerce: Evidence from the Retail Banking Industry," Staff Working Papers 08-32, Bank of Canada.
    21. Dong, Jichang & Yin, Lijun & Liu, Xiaoting & Hu, Meiting & Li, Xiuting & Liu, Lei, 2020. "Impact of internet finance on the performance of commercial banks in China," International Review of Financial Analysis, Elsevier, vol. 72(C).

    More about this item

    Keywords

    Financial Economics;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ags:jrpieb:125807. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: AgEcon Search (email available below). General contact details of provider: https://edirc.repec.org/data/pradecz.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.