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Service quality evaluation in internet banking: an empirical study in India

Author

Listed:
  • Mohammed Sadique Khan
  • Siba Sankar Mahapatra
  • Sreekumar

Abstract

This study aims at evaluating the service quality of internet banking (i-banking) services in India from customer's perspective. A structured questionnaire containing 44 quality items is administered to various target groups. Seven quality dimensions, viz. reliability, accessibility, user-friendliness, privacy/security, efficiency, responsiveness and fulfilment, are identified based on principal component factor analysis. Demographic analysis of data reveals that gender is hardly a bias for use and evaluation of service quality of i-banking in most of the cases across various categories of customers. A valid mathematical model is proposed to assess the overall service quality using regression analysis. The results show that customers are satisfied with quality of service on four dimensions such as reliability, accessibility, privacy/security, responsiveness and fulfilment, but least satisfied with the 'user-friendliness' dimension. The empirical findings not only prioritise different parameters but also provide guidelines to bankers to focus on the parameters on which they need to improve.

Suggested Citation

  • Mohammed Sadique Khan & Siba Sankar Mahapatra & Sreekumar, 2009. "Service quality evaluation in internet banking: an empirical study in India," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 2(1), pages 30-46.
    • Handle: RePEc:ids:ijicbm:v:2:y:2009:i:1:p:30-46
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    Citations

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    Cited by:

    1. Valipour Pasha , Mohammad & Bastanzad , Hossein, 2017. "E-Banking Impact on the Profit Margin of Banks in Iran," Journal of Money and Economy, Monetary and Banking Research Institute, Central Bank of the Islamic Republic of Iran, vol. 12(2), pages 193-211, April.
    2. Sindhu Singh & R. K. Srivastava, 2020. "Understanding the intention to use mobile banking by existing online banking customers: an empirical study," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 25(3), pages 86-96, December.
    3. Ajimon George & G.S. Gireesh Kumar, 2015. "Validation of a Scale for Measuring Problems in Internet Banking and their Effect on Customer Satisfaction," Vision, , vol. 19(4), pages 312-323, December.
    4. Asadollah kordnaeij & Hossein Askaripoor & Abbas Imani, 2013. "The Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)," Business and Management Research, Business and Management Research, Sciedu Press, vol. 2(4), pages 25-37, December.
    5. Shweta Pandey & Deepak Chawla, 2016. "Impact of changing consumer lifestyles and website quality on online satisfaction and loyalty - an emerging market framework," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 12(1), pages 50-71.
    6. Vijay M. KUMBHAR, 2012. "Reliability Of Ebankqual Scale: Retesting In Internet Banking Service Settings," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 2(2), pages 13-24, June.
    7. Kumbhar, Vijay, 2012. "Refinement and Retesting of “eBankQual” Scale in Internet Banking Service Settings," MPRA Paper 46446, University Library of Munich, Germany.
    8. Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    9. Ortal FALKOVITCH, 2020. "Factors That Encourage And Discourage The Adoption Of Online Banking In Israel And Their Effect On Customer Satisfaction, From The Point Of View Of Bank Managers," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 23, pages 137-147, August.
    10. Md. Abdur Rouf & Md. Ashikul Islam, 2019. "An Overview of Online Marketing: It’s Present and Future Prospect – A Study in Northern Region of Bangladesh," International Journal of Science and Business, IJSAB International, vol. 3(1), pages 97-110.
    11. Mostak Ahamed Galib & Kamrun Nahar Munny, 2015. "The Inclusion of Academicians into the Industry Sector in Bangladesh: A Model of Industry Engagement and Effective Innovation Performance," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 1(6), pages 7-18, May.
    12. Afrina Yasmin & Sadia Tasneem & Kaniz Fatema, 2015. "Effectiveness of Digital Marketing in the Challenging Age: An Empirical Study," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 1(5), pages 69-80, April.

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