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- Title
The Effect of E-Banking on Customer Satisfaction: Evidence from Banking Sector of India.
- Authors
Boruah, Adity
- Abstract
Customer satisfaction is imperative for the incessant survival of any organization around the world. This research work intends to investigate the impact of E-banking variables on customer satisfaction in India. Five service quality dimensions; reliability, responsiveness, assurance, tangibles and empathy, derived from the SERVQUAL model with support of literature review have been selected as forecasters of customer satisfaction in Ebanking. Research design of the study is quantitative. Data has been gathered through already tested questionnaire from 264 E-banking users as respondents, from different cities of India. Results of the study have revealed that there is momentous relationship between service quality dimensions and customer satisfaction in E-banking in India, with more weightage of reliability, responsiveness and assurance among the five dimensions. Through this study we can conclude that service quality in E-banking leads to satisfied customers and thus banks can gain competitive advantage by offering better-quality services to their customers in today's emulous world.
- Subjects
INDIA; ONLINE banking; CUSTOMER satisfaction; BANKING industry; QUALITY of service
- Publication
International Journal of Business & Engineering Research, 2018, Vol 11, p1
- ISSN
0975-0479
- Publication type
Article