Perceived eService Quality Among Public and Private Retail Banking Customers

Abstract

The banking sector in India has seen a number of changes over the years . Many regulatory newlinereforms and advancements in technology have been recognized to meet the challenges of newlinechanging needs and perceptions of banking customers. A number of banks have begun to newlinetake an innovative approach towards banking with the objective of creating more value for newlinecustomers by providing a better quality of service in the banks (Smith, 2023 ). This study examines the eservice quality provided by private and public sector banks in India. The objective is to assess the e-service quality offered and perceived by banking customers using mobile banking apps from both sectors. This study examines the dimensions of eservice quality in online banking and their effects on e-customer satisfaction and loyalty, utilizing the e-Servqual model. newlineThis study uses descriptive research method of study. This study employs a primary newlineresearch method to gather data. It depicts how e-service quality is perceived in online newlinebanking services and aims to compare the gaps in service quality offered by the banks newlinebetween customer expectations and satisfaction regarding these e-banking services. newlineQuantitative research techniques are used in this study. This study examines the newlinedimensions of e-service quality in online banking and their effects on e-customer newlinesatisfaction and loyalty, utilizing the e-Servqual model. Convenience sampling will be used for this research as it saves time and cost and is convenient . Research strategy is newlinedetermined based on the type of research questions. Since quantitative approach was used for this research, data was collected from 729 banking customers in Delhi of HDFC and ICICI of private banks and SBI and BOB of public banks by distributing structured newlinequestionnaires. A 5 point Likert scale was used for this research, which ranged from newlinestrongly disagree to strongly agree to record responses of banking customers.