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Factors Influencing Overall Service Quality Of Online Banking: A Comparative Study Of Indian Public And Private Sector Banks

Author

Listed:
  • VIRAL BHATT

    (SAL Institute of Management, Opp. Science city, Sola Bhadaj Road, Ahmedabad, Gujarat-380060)

  • BHOOMI MEHTA

    (Institute of Management, Nirma University, Sarkhej – Gandhinagar Highway, Gota, Ahmedabad, Gujarat 382481)

Abstract

Customer relationship and retention is the key to success for banks. One of the way to achieve it, is through improvement in overall service quality of online banking. This paper have identified factors influencing overall service quality of online banking by survey of 1014 online banking users and have proposed a model. Next, model was validated through a comparative study of public and private sector banks in India. Paper concludes that all independent factors of proposed model do influence overall service quality of online banking of both types of banks but the individual factor influence differently with different bank types.

Suggested Citation

  • Viral Bhatt & Bhoomi Mehta, 2020. "Factors Influencing Overall Service Quality Of Online Banking: A Comparative Study Of Indian Public And Private Sector Banks," Review of Economic and Business Studies, Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, issue 25, pages 27-46, June.
    • Handle: RePEc:aic:revebs:y:2020:j:25:bhattv
    DOI: 10.1515/rebs-2020-0102
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    References listed on IDEAS

    as
    1. Alalwan, Ali Abdallah & Dwivedi, Yogesh K. & Rana, Nripendra P., 2017. "Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust," International Journal of Information Management, Elsevier, vol. 37(3), pages 99-110.
    2. Avornyo, Philip & Fang, Jiaming & Antwi, Collins Opoku & Aboagye, Michael Osei & Boadi, Evans Asante, 2019. "Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 348-360.
    3. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    4. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Rana, Nripendra P. & Kizgin, Hatice & Patil, Pushp, 2019. "Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model," International Journal of Information Management, Elsevier, vol. 44(C), pages 38-52.
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    More about this item

    Keywords

    online banking; overall service quality; factor analysis; multiple regression analysis; public and private banks.;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • C21 - Mathematical and Quantitative Methods - - Single Equation Models; Single Variables - - - Cross-Sectional Models; Spatial Models; Treatment Effect Models
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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