Title: Gap between expectation and perception of customers about e-banking services for each service quality dimensions in selected public and private sector banks in India

Authors: Mahesh Chand Garg; Parveen Kumar

Addresses: Haryana School of Business, Guru Jambheshwar University of Science and Technology, Hisar, Haryana, India ' Haryana School of Business, Guru Jambheshwar University of Science and Technology, Hisar, Haryana, India

Abstract: This paper analysed the gap between expectation and perception of customers about e-banking services for each service quality dimensions in selected public and private sector banks in India. For this study, a sample of top ten public and top ten private scheduled commercial banks has been taken from three selected cities of National Capital Region of India. A sample size of 600 customers selected taking ten customers from each bank by using non-probability convenience sampling through well-structured questionnaire and 578 questionnaires were used in final analysis. Service quality model (SERVQUAL) was used for analysing the gap between expectation and perception of customers about e-banking service. The study found that service quality in e-banking system of selected public banks for six dimensions (tangibility, reliability, responsiveness, empathy, efficiency and privacy) was better in comparison to selected private banks. For assurance aspect, private banks had higher service quality in comparison to public sector banks.

Keywords: e-banking; Indian banking; service quality model; SERVQUAL; service quality; India.

DOI: 10.1504/IJSOM.2022.125026

International Journal of Services and Operations Management, 2022 Vol.42 No.4, pp.525 - 538

Received: 29 Mar 2020
Accepted: 04 Jun 2020
Published online: 22 Aug 2022 *

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