Study on the impact of service quality on the customer satisfaction due to e-banking services of public sectors banks in Chennai

Abstract

Banks are no longer simply concerned with just satisfying their consumers; instead, now the banks are paying attention to provide a delightful banking experience. Most of the banks prioritize on giving customer a “Wow Experience,” which is one of the most important factor in ensuring the bank’s survival in today’s competitive global market. The assurance and security that banks give facilitate them to provide a pleasant banking experience to their customers, making this wow experience possible. The research is conducted to find out, how much e-services affect customer satisfaction in banking industry. The study was purely descriptive in nature. The study’s main goal is to see how bank e-service quality affects customer happiness. A hybrid model with eight e-banking service quality elements, including availability of system, reliability, responsiveness, assurance, empathy, loyalty, privacy, and web design, was proposed to study the association between service quality and customer satisfaction. Data was collected using a five-point scale questionnaire. A total of 200 valid surveys were completed by people in Chennai who utilize public sector banks’ e-banking services. Customer satisfaction was linked to all six categories of e-banking service quality, with responsiveness and reliability having the most beneficial impact, according to the study.

Subject Classification:

• 00A22

Keywords:

• Banking experience
• E-banking
• E-banking Service quality (E-SERVQUAL)
• Service quality (SERVQUAL)
• Customer satisfaction
• Public sector banks