Title: Analysing relationship among service quality, satisfaction and loyalty in internet banking: a study from India

Authors: Sita Mishra

Addresses: Institute of Management Technology Ghaziabad, P.O. Box 137, Raj Nagar, Ghaziabad 201 001, Uttar Pradesh, India

Abstract: Internet banking is one of the most upcoming phenomena which is helping banking sector's growth in India. With changing patterns of consumer behaviour and the increasing use of technology in the delivery of banking services in India, there is a need to understand consumers' perspective towards service quality of internet banking. The objective of this paper is to identify features that determine the service quality perception by internet banking consumers in India. Furthermore, study analyses the impact of service quality on customer satisfaction and additionally customer satisfaction on consumer loyalty towards the bank. Data was analysed with SPSS 18.0 and AMOS 18.0. Structural equation modelling (SEM) was used as main analytical tool to analyse the cause and effect relation of the research model constructs.

Keywords: internet banking; service quality; consumer satisfaction; consumer loyalty; India; e-banking; electronic banking; online banking; structural equation modelling; SEM.

DOI: 10.1504/IJEF.2014.063999

International Journal of Electronic Finance, 2014 Vol.8 No.1, pp.57 - 73

Received: 20 Dec 2013
Accepted: 22 Apr 2014
Published online: 02 Mar 2015 *

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