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E-banking service quality and customer satisfaction: an exploratory study on India

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  • Shivani Sardana
  • V.N. Bajpai

Abstract

E-commerce has revolutionised the entire business economy. With benefits such as hassle-free, quick and real-time banking, internet banking offers immense benefits to today's consumers. In spite of these benefits, online banking still lacks far behind the number of online users in India. To ensure greater participation in online banking, banks need to understand customer's perception towards e-service quality. Customers perceive these services as quality attributes. The study attempts to examine the determinants of e-banking service quality and their impact on customer satisfaction. Based on convenient sampling, the study used primary data of two private sector banks in Delhi region to produce a 5-factor structure. The exploratory factor analysis produces dimensions of efficiency, trust, fulfilment, responsiveness and systems critical to e-service quality satisfaction. Regression results show trust and privacy as the most critical factor influencing e-banking service quality perceptions. Further, the study provides theoretical and managerial recommendations for increasing online banking adoption and improving overall customer satisfaction. Limitations and future scope of research are further discussed.

Suggested Citation

  • Shivani Sardana & V.N. Bajpai, 2020. "E-banking service quality and customer satisfaction: an exploratory study on India," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 35(2), pages 223-247.
    • Handle: RePEc:ids:ijsoma:v:35:y:2020:i:2:p:223-247
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    Cited by:

    1. Cheng-Kun Wang & Mohammad Masukujjaman & Syed Shah Alam & Ismail Ahmad & Chieh-Yu Lin & Yi-Hui Ho, 2023. "The Effects of Service Quality Performance on Customer Satisfaction for Non-Banking Financial Institutions in an Emerging Economy," IJFS, MDPI, vol. 11(1), pages 1-19, February.

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