Influence Of EBanking Service Quality On Customers Satisfaction Among Public Sector Banks In Chennai City

Abstract

Technology has succeeded in making various aspects of life easier for the newlinesocieties of today. More importantly, it has become a fundamental element in improving newlinethe quality of services in general and E-Banking services in particular (Joseph and Stone, newline2003). E-Banking service is said to rely on the exchange of information between newlinecustomers and providers using technological methods devoid of face-to face interaction. newlineBanking sectors in most developed countries have pioneered the area of e-services and newlinehave been actively involved in its continuous improvement. newlineThe usage of E-Banking services by bank clients has grown in the past few years. newlineIndeed, Indian banks are strategically using advancements in E-Banking services for newlineretaining and attracting clients, and are therefore making large investments in newlineimplementing the latest E-Banking strategies to maintain and augment their competitive newlineadvantage. The banking sector aims to use e-banking as a tool to lower operational costs, newlineimprove banking services to the customers, retain them and expand the customer base. newlineIn India, the internet banking was introduced in 1995 by ICICI bank followed shortly newlineby HDFC Bank. newlineThis study aimed to examine the impact of E-Banking service quality on newlinecustomer satisfaction in the banking sector. The study followed the quantitative newlineapproach where a survey was distributed among bank customers in Chennai and the data newlinewere analyzed using various statistical tests including SEM with AMOS. Findings newlinesuggest that the four hypotheses in this study were supported by the data, and the main newlinecontribution of this study was that reliability, as a service quality variable, was the main newlinepredictor of customer satisfaction in this particular market. With E- Banking services newlinestill relatively new to Indian population, especially in the semi-urban and rural areas, newlinethe results of this study will contribute to a better understanding of what and how public newlinesector banks may leverage advancement in information technologies to develop services newlinethat meet the expectations