A relationship between service quality and customer satisfaction in e-banking services- a study with reference to commercial banks in Chennai City

Authors

  • RM Shanmugam
  • M Chandran

DOI:

https://doi.org/10.26668/businessreview/2022.v7i3.0490

Keywords:

Service Quality, Customer Satisfaction, E-Banking Services, Commercial Banks

Abstract

Purpose: This paper's main aim is to validate the service quality dimensions offered by commercial banks in the study area and the relationship between service quality dimensions and customer satisfaction provided by commercial banks.

 

Theoretical Framework: In India, three categories of commercial banks are the public sector, private sector, and foreign banks. These banks have heavy competition among themselves in maximising their customer base.

 

Design/Methodology/Approach: The researcher collected 600 responses through convenience sampling. Applied exploratory factor analysis, confirmatory factor analysis, regression analysis and structural equation model to conclude that service quality of electronic banking service is not a unique phenomenon.

 

Findings: E-Banking depends upon the five essential factors: reliability, safety and security, assurance, technological augmentation, and quickness since the electronic banking services offered by commercial banks are entirely based on the Internet process.

 

Research, Practical & Social Implications: The study identifies the customer requirements and how commercial banks could satisfy such requirements with their banking strategies. Also, the study identifies whether any demographic difference exists among the customers of commercial banks in perceiving the quality of e-banking services.

Downloads

Download data is not yet available.

References

Abor, J. (2004). Technological innovation and banking in Ghana: An evaluation of Customers perception, American Academy of Financial Management.

Balachandher, K.G, Santha V.Norazlin, I. and Prasad, R. (2001). Electronic banking in Malaysia: a note on the evolution of services and consumer reactions. Journal of Internet Banking and Commence. Vol 5, no.15.

Banting Peter M., Androw, E.gross Business marketing (1998). Bedman Narteh, (2013) "Service quality in automated teller machines: an empirical investigation", Managing Service Quality: An International Journal, Vol. 23 Iss: 1, pp.62 – 89

Gronroos, C. (1990). Relationship Approach to Marketing in Services Context; the Marketing and Organisation Research Interface. Journal of Business Research. Volume 20, pp 3-11. 15.

Gujarati, N. (2004). Basic Econometrics: McGraw-Hill Book Company, Singapore

Heskett, J.L., et al., (1997). The Service Profit Chain, New York: Free Press. 17. IR. Gilbant A. Ehurenill Basic marketing Research (2001)

Kamdjoug, J. R. K., Wamba-Taguimdje, S. L., Wamba, S. F., Kake, I. B. (2021). Determining factors and impacts of the intention to adopt mobile banking app in Cameroon: Case of SARA by afriland First Bank. Journal of Retailing and Consumer Services, 61, 102509.

Li, F., Lu, H., Hou, M., Cui, K., Darbandi, M. (2020). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487.

Maja, M. M., Letaba, P. (2022). Towards a data-driven technology roadmap for the bank of the future: Exploring big data analytics to support technology roadmapping, Social Sciences & Humanities Open, 6(1), 100270.

Parasuraman, A., Berry, L. L. and Zeithaml, V. A. (1988): SERVQUAL: A multiple-item scale form ensuring consumer perceptions of service quality. Journal of Retailing. 64(1), 12 25.

Parasuraman, A., Zeithaml, V. A. and Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, spring, pp.12-40. 26.

Quinn, B (1996),''The productivity paradox is false: Information technology improves service performance," Advances in Services Marketing & Management, vol, pp. 16-21. 27.

Stafford, M.R. (1996): Demographic discriminators of service quality in the banking industry. 28. Surjadjaja, H., Ghosh, S., & Antony, J. (2003). Determining and assessing the determinants of service operations. Managing Service Quality, 13(1), 39-53. 29.

Tizazu Kassa (2012). The Effect of Customer Service Quality on Customer Satisfaction in Selected Private Banks; Addis Ababa University; Addis Ababa, Ethiopia 30.

Tong, Y.K. (2009).A study of e-recruitment technology adoption in Malaysia. Industrial Management & Data Systems, 109(2), 281-300. 31.

Zaman, M. S., Valiyattoor, V., Bhandari, A. K. (2022). Dynamics of total factor productivity growth: An empirical analysis of Indian commercial banks. The Journal of Economic Asymmetries, 26, e00268.

Downloads

Published

2022-10-14

How to Cite

Shanmugam, R. ., & Chandran, M. . (2022). A relationship between service quality and customer satisfaction in e-banking services- a study with reference to commercial banks in Chennai City. International Journal of Professional Business Review, 7(3), e0490. https://doi.org/10.26668/businessreview/2022.v7i3.0490