Expectation and Perception of Internet Banking Service Quality of Select Indian Private and Public Sector Banks

Abstract

This research paper mainly deals with expectation and perception of service quality of select Indian Banks i.e. SBI and HDFC on the customer satisfaction. The research survey was based on IS-QUAL dimensions (Ray & Ghosh,2014) a diagnostic model developed in 2014, which measures service quality and internet service quality in terms of customer expectations and perceptions of banking services. This present research tends to evaluate the overall idea of expected and perceived services of the two banks. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t- test.

Analysis and Evaluation Service Quality with Fuzzy - Banking Service Quality in East Java, Indonesia

“…The dimension of service quality is the picture for the how far the differences between perceived service, with expected service for the services received by the customers. The discrepancy between perceived service to expected services creates service quality problem called GAP [6].…”