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Linkage Between Online Banking Service Quality And Customers

Author

Listed:
  • S.BASKAR

    (Department of Management Studies Manonmaniam Sundaranar University, India)

  • M. RAMESH

    (Department of Business Administration Annamalai University, India)

Abstract

Banks have expanded the scope of competition to an e-environment with online banking. The commercial banks in India are introducing online banking to their customers in order to retain their customers from the competition given by foreign banks. Even though, these are so many empirical studies related online banking service quality and customers satisfaction. Hence, the present study has an attempt to fill up the research gap. The findings of the study reveals that the online customers service quality, online information system quality and banking service product quality are significantly and positively influencing thecustomer satisfaction.

Suggested Citation

  • S.Baskar & M. Ramesh, 2010. "Linkage Between Online Banking Service Quality And Customers," Perspectives of Innovation in Economics and Business (PIEB), Prague Development Center, vol. 6(3), pages 45-51, October.
    • Handle: RePEc:pdc:jrpieb:v:6:y:2010:i:3:p:45-51
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    References listed on IDEAS

    as
    1. DeYoung, Robert & Lang, William W. & Nolle, Daniel L., 2007. "How the Internet affects output and performance at community banks," Journal of Banking & Finance, Elsevier, vol. 31(4), pages 1033-1060, April.
    2. Hatice Jenkins, 2007. "Adopting Internet Banking Services in a Small Island State: Assurance of Bank Service Quality," Development Discussion Papers 2007-07, JDI Executive Programs.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Online banking; service quality; online information system; customer satisfaction.;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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