A study on customer's perception of online banking and e-service quality among Chennai customers

Abstract

Abstract:The information technology advancements in India have more impact on Indian banking industry. Now, the internet is the most preferred medium which is used between customer and the bank. Due to technological advancements in India, the internet availability and the internet usage is increased largely. The internet medium is rapidly changing the traditional face to face banking to online banking. To study the quality of the bank, it is necessary to study the e-service quality of banks. This paper deals with customer's perception of online banking and e-service quality and its influence on customer satisfaction. The quantitative research design is used for this study. The study was conducted using self administered questionnaire. The sampling method used for the study is random sample method .The sample size of 98 is taken for the study. The study was conducted in Chennai City of India. The factor analysis and multiple regressions were used to analyse the data. The findings from this study reveal that the variables compensation and recovery, access, personalisation and assurance play a major role in online banking service quality. Also, the study reveals that the customer satisfaction leads to customer loyalty.Keywords: online banking; e-service quality; customer satisfaction; loyalty; e-service quality dimensions; e-banking; digital banking; internet banking; India.Reference to this paper should be made as follows: Kumar, G. and Shenbagaraman, V.M. (2017) 'A study on customer's perception of online banking and e-service quality among Chennai customers', Int. J. Business Excellence, Vol. 11, No. 1, Biographical notes: G. Kumar holds a Bachelor's in Electronics and Communication Engineering from Madras University, Tamil Nadu, India. He holds a Master's in Business Administration from Bharathiyar University, Trichy. Tamil Nadu, India. He is a PhD scholar doing his research in the area of e-service quality management in the Faculty of Management, SRM University, Chennai, India. His main research interest areas are e-service quality, online banking, and information technology for business.

Empowering Self-Help Groups: The Impact of Financial Inclusion on Social Well-Being

“…Many studies have demonstrated that BCs and BFs can support traditional banks in offering financial services in branchless locations. According to Kumar and Sharma (2017), branchless banking is one of the alternative banking channels that is increasingly important for providing customers with financial services. They also opined that using banking agents can help financial institutions reach more people in remote places by enabling clients to perform simple banking operations without the requirement for a physical branch.…”

Role of Service Quality in Customer Satisfaction and Customer Loyalty: A Quantitative Investigation

“…It turned into counseled that banks deal with strengthening those additives of provider best so one can enhance e-client delight and loyalty within the "Indian e-banking region". Kumar and Shenbagaraman (2017) explored customer perceptions of the effectiveness of e-offerings and online banking in Chennai, India. They determined that service satisfactory has a good-sized impact on client loyalty and pride in on-line banking.…”

Evaluating the Impact of E-Banking on Customer Satisfaction: A Comprehensive Systematic Review

“…Dimensions such as compensation and recovery, access, personalization and assurance are the major contributors to customer satisfaction for e-banking services and are considered the dimensions major for defining the service quality for online banking services [40]. The Impact of charges fees for e-banking services have shown a negative impact on the deductions, and charges counted for the listed services in e-banking as negatively contributing towards customer satisfaction [41].…”