Research paper on service quality in banking

Research paper on service quality in banking

Objective of the research is how to manage the service quality in internet banking to improve the customer’s satisfaction and to examine the different dimensions of service quality to relate them with expectation of customers. A detailed literature review related to this study was also mentioned to develop a reference list of Apr 10,  · There is a need for an extensive study on the rural customers’ perceptions on the service quality in banking service offered in rural areas. Hence this research study was undertaken. Mosahab, et al. () presented a research that was conducted in a bank in Tehran, Iran. This report aimed to determine the quality of services offered by Sepah Jul 27,  · Technology has succeeded in making various aspects of life easier for the societies of today (Rust & Oliver, ).More importantly, it has become a fundamental element in improving the quality of services in general and E-Banking services in particular (Joseph & Stone, ).E-Banking service is said to rely on the exchange of information between customers and providers using

Service Quality of Mobile Banking Services in ICICI Bank Limited

edu no longer supports Internet Explorer. To browse Academia. edu and the wider internet faster and more securely, please take a few seconds to upgrade your browser.

Log In with Facebook Log In with Google Sign Up with Apple. Remember me on research paper on service quality in banking computer. Enter the email address you signed up with and we'll email you a reset link. Need an account? Click here to sign up. Download Free PDF. Service Quality and Customer Satisfaction in the Electronic Banking International Journal research paper on service quality in banking Business and Management, S Sritharan.

Download PDF Download Full PDF Package This paper. A short summary of this paper. Download PDF. Download Full PDF Package, research paper on service quality in banking.

Translate PDF. International Journal of Business and Management; Vol. E-mail: thusi86 yahoo. com Received: January 23, Accepted: February 16, Online Published: March 26, doi v12n4p67 Abstract The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs.

In a study of respondents 51 percent of response rateunidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district.

The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.

Keyword: customer satisfaction, electronic banking, reliability, service quality, unidimensionality, validity 1. In fact, the banks i. Extant published researches do not answer this question. Bauer et al. org International Journal of Business and Management Vol. Previous published researches do not answer this question, research paper on service quality in banking.

Moreover, these preceding two main questions convey two gaps in the relevant literature. Therefore, this study attempts to empirically answer these two questions and aims to fill these two gaps in the e-banking context. The rest of this study is organized as follows: the next section literature review, followed by methodology, data analysis and results, and discussion. The final section offers the limitations and further research directions. Literature Review 2. Akinci, Atilgan-Inan and Aksoy argue that the survival of an online related firm depends on the understanding the perception and assessment of electronic service quality e-service quality by consumers, and this is mainly true for e-banking.

Table 1. Parasuraman et al. Importantly, Parasuraman et al. Further, the preceding seven dimensions of e-service quality Parasuraman et research paper on service quality in banking. Hence, this study also considers efficiency, system availability, fulfillment, privacy, responsiveness, compensation and contact are the dimensions of service quality for e-banking as replication to the existing literature.

Efficiency System availability Contact Fulfillment Service quality Compensation Privacy Responsiveness Figure 1. Even though, there has been no recent statistics available to show the growth of service quality in the e-banking in Sri Lanka, especially in Batticaloa district, and generally the service quality is high degree in e-banking in the other countries e.

Based on the above argument the first hypothesis is advanced. H1: The degree of service quality is at a high level in the e-banking in Batticaloa district. Ankit indicates that customer satisfaction become an important factor for the firms, which are delivering the services via online.

In fact, the electronic satisfaction e-satisfaction of the customers is significant for e-banking. Table 2. In fact, research paper on service quality in banking, this model operationalizes customer satisfaction for e-banking as a multidimensional construct, which includes dimensions are content, accuracy, format, ease of use, timeliness and safety See Figure 2.

Notably, this model is rooted from user satisfaction literature, especially previous studies from Doll, Xia and TorkzadehRatnasinghamMcHaney, Hightower and Pearson and Somers, research paper on service quality in banking, Nelson and Karimi Content Safety Accuracy Customer satisfaction Timeliness Format Ease of use Figure 2.

Chen et al. Indeed, there has been no recent data available related to the growth of customer satisfaction in the e-banking in Sri Lanka, especially in Batticaloa district.

However, generally e-banking represent high degree of customer satisfaction in the other countries e. According to the above argument the second hypothesis is advanced. H2: The degree of customer satisfaction is at a high level in the e-banking in Batticaloa district. Methodology 3. Therefore, the final research paper on service quality in banking was selected using a convenient sampling design of the e-banking users from different convenient locations-mainly, university, colleges and bank branches-at various times in Batticaloa district, and previous e-banking related studies have also used convenience sample as a sampling method e.

Notably, any customer not using e-banking products and services was discarded from the study. This study used sample size was and this sample size consistent with e-banking related studies e. In the e-banking context, service quality measures consisted of 27 item scale Parasuraman et al. Further, the questionnaire developed in English and it was divided into three sections Section A-C. The sections A and B were developed to measure service quality and customer satisfaction, respectively, whilst section C was developed to measure demographics, including gender, age, income and occupation.

Table 3. Measurement scales Code Scale items Source Service quality i Efficiency Parasuraman et al. iv Privacy Parasuraman, et al. In fact, the panels of expert were making sure that the items in the questionnaire fit the context of this study. Further, based on the input and suggestions of expert panels, the wording of the questions rearrange, and developed a final questionnaire to conduct the main study. Questionnaires were distributed to e-banking users and completed questionnaires were received after excluding the incomplete ones, yielding 51 percent response rate.

These mean scores as decision criteria were used in the one sample t-test statistical analysis in order to test the hypotheses H1 and H2 See Table 4. Table 4. Decision criteria Mean value Decision Between 1 and 2. Decision criteria were adopted from Hair et al.

Data analysis and results 4. Result shows that out of the respondents, approximately 59 percent of the respondents were male, whereas 41 percent of them were female. The age group portion shows that the higher portion of the respondents was aged between 31 and 43 years Regarding the income level, nearly 14 percent of the respondents had monthly income below ; 24 percent, ; 42 percent, ; and 20 percent, above In terms of occupation, mostly respondents were business people and few respondents were students.

Table 5. Factor analysis results of the service quality construct Service quality Component items 1 2 3 4 5 6 7 Efficiency 1 0. Table 6. Factor analysis results of the customer satisfaction construct Customer satisfaction Component items 1 2 3 4 5 6 Content 1 0. As consistent with these criteria, the results of factor analysis revealed that a seven factor with 27 items Table 5 and a six factor with 18 items Table 6 representing the eigenvalues greater than one, and a seven factor accounted for Accordingly, as suggested in eigenvalue rule by Kaiserthe seven factors in Table 5 and the six factors in Table 6 were selected.

Specifically, all individual item factor loading for their respective components were above the cut-off value of 0. Accordingly, the preceding results in Table 5 and Table 6 lead to an acceptance of unidimensionality of service quality and customer satisfaction in the e-banking context. Most of the previous studies used construct validity to test the goodness of measures Rossiter, ; Larkina et al. The CR values are for seven service quality and six customer satisfaction dimensions, ranging from 0.

Since, the values of CR and AVE exceeded the benchmark values of 0. Moreover, Table 7 also reported the means and standard deviations for all dimensions and constructs. The research paper on service quality in banking for the dimensions range from 3. Table 7. As consistent with Fornell and Larcker the discriminant validity was established See Table 8where the AVE values associated with all dimensions 0. Table 8. Discriminant validity assessment results D EF SA FU PR RE CO CT CN AC FO EU TI SF EF 0.

As can be seen in Table 4 the decision criteria were adopted to determine the degree of service quality and customer satisfaction in the e-banking in Batticaloa district. Table 9, research paper on service quality in banking. One sample t-test results Variable Assumed mean Observed t-value Sig.

GAP model of service quality / GAP model in service marketing / How to do gap analysis?

, time: 12:00

Apr 10,  · There is a need for an extensive study on the rural customers’ perceptions on the service quality in banking service offered in rural areas. Hence this research study was undertaken. Mosahab, et al. () presented a research that was conducted in a bank in Tehran, Iran. This report aimed to determine the quality of services offered by Sepah The paper studied the effect of service quality on customer satisfaction in (Zeithmal, ).Service quality aroused substantial interest and argues in research. Service quality has been defined as the overall assessment of a service by the different banking services and customers usually complain poor service quality especially at the service quality affect customer satisfaction in internet banking. E-Service Quality and Internet Banking As the channels of service delivery shifted from traditional to electronic, the need for a scale to measure the e-service quality was felt. Researchers have developed many