Impact of E-Banking Service Quality on Customer Satisfaction
Jyotsna Sharma1, Jagdeep Singh2, Amandeep Singh3
1Jyotsna Sharma, Faculty of Management, Asian Educational Institute, Punjab, India
2Jagdeep Singh, Dean, GNA Business School, GNA University Punjab India.
3Amandeep Singh, Chitkara Business School, Chitkara University, Punjab, India.
Manuscript received on January 02, 2020. | Revised Manuscript received on January 15, 2020. | Manuscript published on January 30, 2020. | PP: 2296-2300 | Volume-8 Issue-5, January 2020. | Retrieval Number: E5841018520/2020©BEIESP | DOI: 10.35940/ijrte.E5841.018520
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The main objective of this paper is to measure the impact of E-banking service quality on customer satisfaction. Primary data method is used to collect data by using the interview method over 504 respondents. The random sampling technique has been taken up for the survey by keeping due care for the availability and easiness of the customers. The Multiple regression technique has been employed to measure the effect to service quality dimension on the customer satisfaction. The paper examines the relative strength of each dimension affecting customer satisfaction. It has been found that the overall regression model has been a reasonable fit and there is a statistically significant association between service quality dimension and customer satisfaction.
Keywords: Electronic Banking, Information Technology, Service Quality, Customer Satisfaction.
Scope of the Article: Neural information Processing.