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Service quality perception and customers’ satisfaction in internet banking service: a case study of public and private sector banks


  • Kumbhar, Vijay


Present research is based on empirical evidences collected through the customers’ survey regarding to the customers perception in internet banking services provided by public and private sector banks. It is efforts to examine the relationship between the demographics and customers’ satisfaction in internet banking, relationship between service quality and customers’ satisfaction as well as satisfaction in internet banking service provided by the public sector bank private sector banks. Present research shows that, demographics of the customers’ are one of the most important factors which influence using internet banking services. Overall results show that highly educated, a person who are employees, businessmen and belongs to higher income group and younger group are using this service, however, remaining customers are not using this services. Results also show that overall satisfaction of employees, businessmen and professionals are higher in internet banking service. There is significant difference in the customers’ perception in internet banking services provided by the public and privates sector banks. Private sector banks are providing better service quality of internet banking than service provided by the public sector banks. Therefore, public sector banks should improve their internet banking services according to the expectations of their customers.

Suggested Citation

  • Kumbhar, Vijay, 2011. "Service quality perception and customers’ satisfaction in internet banking service: a case study of public and private sector banks," MPRA Paper 36959, University Library of Munich, Germany.
  • Handle: RePEc:pra:mprapa:36959

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    References listed on IDEAS

    1. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Oxford University Press, vol. 20(3), pages 418-430, December.
    2. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
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    More about this item


    Service Quality; Perception; Customers’ Satisfaction; Internet Banking Service;

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services

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