Title: Customer-perceived internet banking service quality: a study in national capital region of India

Authors: Shamsher Singh

Addresses: Department of MBA Program, Banarsidas Chandiwala Institute of Professional Studies, Sector 11, Dwarka, New Delhi 110075, India

Abstract: With the advancement of technology and growth in internet penetration, the banking sector has developed different channels to customer for their banking needs such as ATM, internet banking and tele-banking. Internet banking is based on the uses of the internet and mainly used in urban areas. It is used as a business strategy to create, retain and maintain long-term profitable customer relationship. This paper examines customer perceived service quality of the internet banking provided by leading private and public banks in India, such as ICICI Bank, HDFC Bank, State Bank of India and Punjab National Bank. The study employs the surveys methods to find the opinion of 600 customers of these four banks. Factor analysis and ANOVA have been used for having insights in the internet banking services provided by the sample banks. The four selected banks are assumed to represent the banks in both the private and the public sector.

Keywords: internet banking; online banking; e-banking; electronic banking; service quality; customer perceptions; customer satisfaction; customer attraction; customer retention; bank services; India.

DOI: 10.1504/IJFSM.2014.063955

International Journal of Financial Services Management, 2014 Vol.7 No.2, pp.113 - 138

Received: 05 Sep 2013
Accepted: 27 May 2014
Published online: 27 Oct 2014 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article