Measuring the impact of service quality on customer satisfaction of online banking a study

Abstract

newline The service quality in the banking sector has been considered newlineas one of the most important and well researched topic in the past 20 newlineyears. The online service quality in the Indian banking sector was very newlinewell analysed in all types of Banks. But the result of the studies done in newlineIndia gave different results and perspective. Increase in the number of newlineIndian banking sector online service quality might identify ways to newlinedevelop customer satisfaction which in return contribute towards newlineretaining esteemed customers. The literature revealed that Indian banking newlinesector was examined with various financial parameters and service newlinequality dimensions . The results revealed that service quality in public newlinesector bank in India was declining. But the new private sector banks and newlineforeign banks in India showing positive trends towards service quality newlineoffered. This has provided the important base for the present study to newlinemeasure the impact of service quality among the four selected private newlinesector banks in India. All types of banks, in particular all private sector newlinebanks are providing similar type of online service, thus private banks newlinecould not differentiate each other and facing lot of competition to retain newlinetheir existing customers and to attract new customers to sustain in this newlineservice battle of technology era. Thus it s widely essential to understand newlinethe customer perception towards online banking service quality and its newlineimpact on relationship quality and customer loyalty. newlineBased on the research gap identified, the researcher developed newline23 hypotheses based on the objectives of the study. The sample size was newline657 by adopting purposive sampling technique. The study consists of both newlineprimary and secondary data. The hypotheses were tested with support of newlinestructural equation modeling (SEM).