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Level of Customer Satisfaction while Using Internet Banking: A Study of Anand City


Affiliations
1 SGM College of Commerce & Management (SEMCOM), Vallabh Vidyanagar, Gujarat., India
2 SGM (EM) College of Commerce & Management (SEMCOM), Vallabh Vidyanagar, Gujarat., India
     

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A considerable growth of internet based services hase been observed in the last few years. Managing service quality while using internet as a distribution channel, is the challenge for the service provider. This study aims at evaluating service quality of internet banking services in Anand city from customer's perspective. A structured questionnaire containing 21 quality items is administered to various target groups. In this study, 5 quality dimensions i.e. Responsiveness, Reliability, Efficiency, Privacy of information and Easiness to use are considered. Customers from two leading Banks, one from Public sector (State Bank of India) and one from Private sector (ICICI Bank) were considered for the purpose of study. Data was statistically analyzed to assess overall service quality of Internet Banking.

Keywords

Customer Satisfaction, Internet Banking, Service Quality
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  • Level of Customer Satisfaction while Using Internet Banking: A Study of Anand City

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Authors

Yashasvi Rajnikant Rajpara
SGM College of Commerce & Management (SEMCOM), Vallabh Vidyanagar, Gujarat., India
Komal D. Mistry
SGM (EM) College of Commerce & Management (SEMCOM), Vallabh Vidyanagar, Gujarat., India

Abstract


A considerable growth of internet based services hase been observed in the last few years. Managing service quality while using internet as a distribution channel, is the challenge for the service provider. This study aims at evaluating service quality of internet banking services in Anand city from customer's perspective. A structured questionnaire containing 21 quality items is administered to various target groups. In this study, 5 quality dimensions i.e. Responsiveness, Reliability, Efficiency, Privacy of information and Easiness to use are considered. Customers from two leading Banks, one from Public sector (State Bank of India) and one from Private sector (ICICI Bank) were considered for the purpose of study. Data was statistically analyzed to assess overall service quality of Internet Banking.

Keywords


Customer Satisfaction, Internet Banking, Service Quality

References