Banking is a demand-driven industry and for efficient banking services; information technology and the internet become more and more important. The service quality is an important tool for banks to compete. Therefore, it is important to utilize good service quality in order to differentiate itself from other service providers. This study aims to explore the underlying dimensions of internet banking service quality and develop a multiple item scale for measuring internet banking service quality; and finds relevance as no specific studies have been conducted on nonmetro cities which are the emerging business hubs. Index Terms-e-services, service quality, internet/electronic banking, non-metro tier-2 cities. Business Administration from Ambedkar University, India. His area of work is strategic marketing and services. He has more than a decade of academic experience in teaching marketing courses. He has several international conferences and publications to his credit. Presently he is working as an

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