Authors: Vijaya Kameswari Allada; Rameshwar Dubey; Sonal Agarwal
Addresses: Department of Commerce and Management Studies, Andhra University, Visakhapatnam, 530003, India ' Symbiosis Institute of Operations Management, Constituent of Symbiosis International University, Plot No. A-23, Shravan Sector, CIDCO, New Nashik-422008, India ' School of Management Studies, Motilal Nehru National Institute of Technology, 211004, Allahabad, India
Abstract: The purpose of this paper is to explore the dimensions of service quality of online banking and to study their impacts on customer's satisfaction. In this paper, we have adopted two-fold strategies. To begin with, an exhaustive literature review was conducted to identify variables and scope of the present study and next approach was expert opinion followed by field survey using structured questionnaire. Based on constructs and their items, identified through literature review we have developed a structured questionnaire which was pretested before using for final survey. In our present study, 150 customers response was collected from commercial banks in Visakhapatnam City, Andhra Pradesh. Findings shows that EFA has reduced data into seven factors out of which four factors are supporting the framework and three are found to be statistically insignificant. The conclusive framework explains over 72% of the total variance, shows that model is having strong explanatory power. The present study has contributed a strong service-quality model for e-banking.
Keywords: online banking; service quality; customer satisfaction; factor analysis; e-banking; electronic banking; literature review; commercial banks; India; bank services.
International Journal of Productivity and Quality Management, 2014 Vol.14 No.4, pp.472 - 491
Received: 08 May 2021
Accepted: 12 May 2021
Published online: 29 Oct 2014 *