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A Study on the Impact of E-Banking Service Quality on Customer Satisfaction

Author

Listed:
  • S. V. Abil Das

    (CET School of Management, College of Engineering Trivandrum, Kerala, 695017, India.)

  • Nima Ravi

    (CET School of Management, College of Engineering Trivandrum, Kerala, 695017, India.)

Abstract

Indian banks are strategically using advancements in E-Banking services for retaining and attracting customers, and are therefore making large investments in implementing the latest E-Banking strategies to keep and intensify their competitive advantage. The study is intended to find the service quality dimensions and measure the impact of each factor such as reliability, security & privacy, website design, and responsiveness & communication, which affects customer satisfaction. Primary data was collected through an online questionnaire. A total of 149 responses to the questionnaires were collected. Correlation, Regression, ANOVA & Weighted average tests are used for data analysis. This study offers several recommendations about which service quality dimension needs to improve to make customers satisfy with E-banking services. So, these findings can be used by banks to improve the service quality of their E-banking service and thereby satisfy their customers.

Suggested Citation

  • S. V. Abil Das & Nima Ravi, 2021. "A Study on the Impact of E-Banking Service Quality on Customer Satisfaction," Post-Print hal-05188121, HAL.
    • Handle: RePEc:hal:journl:hal-05188121
    as

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