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Service Quality and Customer Satisfaction in Online Banking

Author

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  • Vijayalakshmi Dharmavaram

    (Department of Commerce & Management Studies, Andhra University, Visakhapatnam, India)

  • Rajyalakshmi Nittala

    (Department of Commerce and Management Studies, Andhra University, Visakhapatnam, India)

Abstract

The main objective of this article is to examine online banking service quality factors that influence customer satisfaction in Visakhapatnam city, Andhra Pradesh, India. Data was collected through structured questionnaire from a sample of 513 respondents. Factor analysis was done to find out the contribution of each variable and multiple regression was used to test the hypothesis. This study found six factors, responsiveness, reliability, privacy and security, ease of use, website design and information quality that have positive influence on customer satisfaction. The findings help the banker to identify the critical areas to pay attention to increase customer satisfaction in online banking.

Suggested Citation

  • Vijayalakshmi Dharmavaram & Rajyalakshmi Nittala, 2018. "Service Quality and Customer Satisfaction in Online Banking," International Journal of Online Marketing (IJOM), IGI Global, vol. 8(2), pages 45-56, April.
    • Handle: RePEc:igg:jom000:v:8:y:2018:i:2:p:45-56
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    Cited by:

    1. Mohammad Asif & Mohammed Arshad Khan & Hamad Alhumoudi & Mohammad Wasiq, 2023. "Examining the Role of Self-Reliance, Social Domination, Perceived Surveillance, and Customer Support with Respect to the Adoption of Mobile Banking," IJERPH, MDPI, vol. 20(5), pages 1-19, February.
    2. Mohammed Arshad Khan & Hamad A. Alhumoudi, 2022. "Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach," Sustainability, MDPI, vol. 14(12), pages 1-12, June.

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