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Title: Development of conceptual framework for internet banking customer satisfaction index

Authors: Mugdha Y. Keskar; Neeraj Pandey; Avadhut Arun Patwardhan

Addresses: National Institute of Industrial Engineering (NITIE), Vihar Lake Road, Powai, Mumbai, 400087, India ' National Institute of Industrial Engineering (NITIE), Vihar Lake Road, Powai, Mumbai, 400087, India ' MIT School of Telecom Management (MITSOT), Kothrud, Pune, 411038, India

Abstract: Previous researchers have extensively studied the application of customer satisfaction index (CSI) models. The American customer satisfaction index (ACSI) was one of early customer satisfaction scale launched in the early 1990s. After the success of ACSI, various researchers came up with country-specific CSI. However, there are hardly any industry-specific CSI. This paper attempts to review the various CSI models and build a conceptual framework for internet banking customer satisfaction index (IBCSI). The IBCSI, a new index proposed for the banking industry, would measure CSI for internet banking customers. This study is pertinent due to the exponential growth in e-banking. The study also highlights the emerging areas of research in internet banking domain.

Keywords: customer satisfaction index; CSI; internet banking; conceptual model; customer satisfaction.

DOI: 10.1504/IJEBANK.2020.105417

International Journal of Electronic Banking, 2020 Vol.2 No.1, pp.55 - 76

Received: 26 Jan 2019
Accepted: 10 May 2019

Published online: 21 Feb 2020 *

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