Analyzing the Impact of Service Quality on Satisfaction in E-Banking Services- An Empirical Study

Abstract

Customer satisfaction is now taking as a core issue in all the service oriented sectors and especially, banking institutions have considered this as a base point due to heavy competition and proffering higher services through digital and electronic mode. Even though they have offered better service, satisfaction level towards these E-banking services among the customers is not dynamic because of not having adequate knowledge among them in using these services which clearly reflected the under usage of customer knowledge management by the banking authorities. Taking into consideration, this study focusing the effect of E-Banking Services on customer satisfaction particularly in Public sector Banks of India through 667 customers selected through simple random sampling technique by getting the opinion through self administered questionnaire. Tools like Confirmatory Factor Analysis (CFA), Percentage Analysis, Karl Pearson’s Correlation, Multiple Regression Analysis, Comparing mean test were carried out and the result revealed that there existed a positive association between the factors under E-Banking Services and demographic variables too with the Customer Satisfaction and all factors were highlighted as a forecaster for Satisfaction.

Nexus Among Online Banking Services, Perceived Value and Consumer’s Post-Adoption Behaviour

“…Each bank is required to pay consideration on increasing the availability by delivering service. It will result in improving its client service by means of updated and modern technology (Vijayanand & Kumar, 2021). The process of clients' relation-building is related to automating SQ.…”

“…To become a successful company, SQ is obligatory to satisfy its clients. If services are deficient, the rate of clients' deflection will be augmented on account of other offered services by competitors (Vijayanand & Kumar, 2021). The gap exists in the literature on account of limited research in exploring E-banking post-adoption clients' behaviour (Toqeer et al, 2021).…”

Customer Satisfaction on Quality of ISO Standard 9126 Services in Electronic Banking in Libya

“…The correlation result for 390 respondents shows that there is a positive correlation between all attributes of e-banking services and CS. Vijayanand and Kumar (2021) conducted an empirical study to analyze the impact of SQ on satisfaction in e-banking services in public sector banks in India, for a simple random sample of (667) clients and concluded that the various e-banking factors (Responsiveness, Convenience, and Security) and demographic variables have a positive correlation on CS. Khan and Alhumoudi (2022) presented the structural equation model approach, using CS as a mediator to measure the performance of e-banking services for a stratified random sample.…”