Service quality evaluation in internet banking.

QM 14

Service quality evaluation in internet banking:  an empirical study in India

Mohammed Sadique Khan and  Siba Sankar Mahapatra*

Department of Mechanical Engineering, National Institute of Technology,  Rourkela 769008, Orissa, India E-mail: Địa chỉ email này đã được bảo vệ từ spam bots, bạn cần kích hoạt Javascript để xem nó. E-mail: Địa chỉ email này đã được bảo vệ từ spam bots, bạn cần kích hoạt Javascript để xem nó. E-mail: Địa chỉ email này đã được bảo vệ từ spam bots, bạn cần kích hoạt Javascript để xem nó. Fax: 91-0661-246-1169, 91-0661-246-2999 *Corresponding author

Sreekumar

Rourkela Institute of Management Studies, Rourkela 7690015, Orissa, India E-mail: Địa chỉ email này đã được bảo vệ từ spam bots, bạn cần kích hoạt Javascript để xem nó.

Abstract:

This study aims at evaluating the service quality of internet banking (i-banking) services in India from customer’s perspective. A structured questionnaire containing 44 quality items is administered to various target groups.

Seven quality dimensions, viz. reliability, accessibility, userfriendliness, privacy/security, efficiency, responsiveness and fulfilment, are identified based on principal component factor analysis. Demographic analysis of data reveals that gender is hardly a bias for use and evaluation of service quality of i-banking in most of the cases across various categories of customers. A valid mathematical model is proposed to assess the overall service quality using regression analysis.

The results show that customers are satisfied  with quality of service on four dimensions such as reliability, accessibility, privacy/security, responsiveness and fulfilment, but least satisfied with  the ‘user-friendliness’ dimension. The empirical findings not only prioritise different parameters but also provide guidelines to bankers to focus on the parameters on which they need to improve.

Keywords:

e-banking; internet banking; i-banking; customer’s perspective; service quality.