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Review Article

JCR. 2020; 7(2): 546-551


INFLUENCE OF INTERNET BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION- AN INDIAN EXPERIENCE

SC Vetrivel, J. Rajini, V. Krishnamoorthy.

Abstract
This paper identifies the dimensions of internet banking service quality and the influence on customer satisfaction. The research is based on a theoretical model which consists of five internet bank service quality dimensions and one exogenous variable. The data have been collected from 250 bank customers. A total of 250 Internet Bank customers participated in the study and provided data. The researchers used convenience sampling method for collecting data from the respondents. The findings of factor analysis revealed five dimensions of internet bank service quality, namely Responsiveness, Trust, Convenience, Efficiency of Website and Security. Among the internet bank service quality dimensions, trust and efficiency of a website were is found to be positively affecting customer satisfaction. These study findings would help the policy makers in general, bank officials in particularto develop suitable policies relating to internet bank service quality.

Key words: Responsiveness, Service Quality, Efficiency of Website, Security. Trust



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