Kumbhar, Vijay (2011): Service quality perception and customers’ satisfaction in internet banking service: a case study of public and private sector banks. Published in: Cyber Literature: The International Online Journal , Vol. 2, No. 4 (10. December 2011): pp. 21-30.
Download (209kB) | Preview
Present research is based on empirical evidences collected through the customers’ survey regarding to the customers perception in internet banking services provided by public and private sector banks. It is efforts to examine the relationship between the demographics and customers’ satisfaction in internet banking, relationship between service quality and customers’ satisfaction as well as satisfaction in internet banking service provided by the public sector bank private sector banks. Present research shows that, demographics of the customers’ are one of the most important factors which influence using internet banking services. Overall results show that highly educated, a person who are employees, businessmen and belongs to higher income group and younger group are using this service, however, remaining customers are not using this services. Results also show that overall satisfaction of employees, businessmen and professionals are higher in internet banking service. There is significant difference in the customers’ perception in internet banking services provided by the public and privates sector banks. Private sector banks are providing better service quality of internet banking than service provided by the public sector banks. Therefore, public sector banks should improve their internet banking services according to the expectations of their customers.
|Item Type:||MPRA Paper|
|Original Title:||Service quality perception and customers’ satisfaction in internet banking service: a case study of public and private sector banks|
|English Title:||Service Quality Perception and Customers’ Satisfaction in Internet Banking Service: A Case Study of Public and Private Sector Banks|
|Keywords:||Service Quality; Perception; Customers’ Satisfaction;Internet Banking Service|
|Subjects:||G - Financial Economics > G2 - Financial Institutions and Services|
|Depositing User:||Vijay Kumbhar|
|Date Deposited:||26. Feb 2012 20:14|
|Last Modified:||08. Sep 2015 06:44|
Aaron T. and Robin S. (2010) FESTPERF: A Service Quality Measurement Scale for Festivals, Event Management, Volume 14, Number 1, 2010 , pp. 69-82(14)
Abdullah, M. A. A. (2005), Security, Perceptions, and Practice: Challenges facing Adoption of Online Banking in Saudi Arabia, A Dissertation Submitted to partial Fulfilment of Ph.D. in Applied Sciences to The School of Engineering and Applied science of The George Washington University.
Andronikidis Andreas and Bellou Victoria (2010), Verifying Internet measures of the service-quality construct: consistencies and contradictions, Journal of Marketing Management, Volume 26, Issue 5 & 6 May 2010 , pages 570 – 587
Avkiran, Necmi K.(2002) 'Credibility and Staff Conduct Make or Break Bank Customer Service Quality', Journal of Asia-Pacific Business, 3: 3, 73 — 91
Brady, M K, Cronin, J and Brand, R R (2002). “Performance Only Measurement of Service Quality: A Replication and Extension,” Journal of Business Research, 55(1), 17-31.
Cohen David, Christopher Gan, Hua Hwa Au Yong and Esther Choong (2006), Customer Satisfaction: A Study Of Bank Customer Retention In New Zealand, Discussion Paper No. 109, ISBN 1-877176-86-9
Cronin J. Joseph, Jr. and Taylor Steven A., (1994) SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus- Expectations Measurement of Service Quality The Journal of Marketing, Vol. 58, No. 1 (Jan., 1994), pp. 125-131
Jain and Gupta, (2004), Measuring Service Quality: SERVQUAL vs. SERVPERF Scales, VIKALPA, Volume 29, No 2, April - June 2004 pp 25-37
John E. Swan, I. Fredrick Trawick and Maxwell G. Carroll (1981), Effect of Participation in Marketing Research on Consumer Attitudes toward Research and Satisfaction with a Service, Journal of Marketing Research, Vol. 18, No. 3 (Aug., 1981), pp. 356-363
Khalid A. S., Abdullah A. K., and Fawazi A K. (2000), Banking Service and Customer’s Satisfaction in Qatar: A Statistical Analysis, Working Series paper
Kumbhar Vijay M., (2011a), Customers' Demographic Profile and Satisfaction in E-Banking Services: A Study of Indian Banks, International Journal for Business, Strategy and Management,Vol.1 Issue 1, Veloxian Learning & Consultancy, Bhubaneswar, Orissa http://www.veloxian.com/ECJ/IJBSM/full-paper/154-fp.pdf
Kumbhar Vijay M. (2011b), Customers Satisfaction in ATM service An Empirical Evidences from Public and Private Sector Banks in India, The journal Management Research and Practice (MRP) Vol. 3 Issue 2 (2011)pp-24-35; ISSN: 2067-2462 and E-ISSN-2067-2462, was founded by the Faculty of Management, Academy of Economic Studies, Bucharest, Romania (Europe) http://mrp.ase.ro/no32/f3.pdf
Kumbhar Vijay M. (2011c), Determinants of Internet Banking Adoption: An Empirical Evidences From Indian Banking” Indian Journal of Commerce & Management Studies (ISSN: 2229-5674) in May 2011, Volume II, Issue – 4, pp-15-25. www.scholarshub.net
Loiacono, Eleanor, Richard T. Watson, and Dale Goodhue (2000), “WebQual™: A Web Site Quality Instrument,” working paper, Worcester Polytechnic Institute.
Nadiri, Halil , Kandampully, Jay and Hussain, Kashif(2009) 'Zone of tolerance for banks: a diagnostic model of service quality', The Service Industries Journal, 29: 11, 1547 — 1564
Nunnally, J., “Psychometric Theory”, 2nd Ed. New York: McGraw-Hill, 1978, available on Google Books. Oliver Richard L. (1993), Cognitive, Affective, and Attribute Bases of the Satisfaction Response, The Journal of Consumer Research, Vol. 20, No. 3 (Dec., 1993), pp. 418-430
Parasuraman A. Zeithaml Valarie A. and Malhotra Arvind (2005) E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, Volume 7, No. X, Month 2005 1-21
Parasuraman, A. Valarie A. Zeithaml, Leonard L. Berry (1985) A Conceptual Model of Service Quality and Its Implications for Future Research, The Journal of Marketing, Vol. 49, No. 4 (Autumn, 1985), pp. 41-50
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988), “SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perceptions Of Service Quality”, Journal Of Retailing, Spring, Volume 64, Number 1, pp. 12-40.
Sathye, M. (1999). Adoption of internet banking by Australian consumers: an empirical investigation. International Journal of Bank Marketing, 17 (7), 324-34 Wang, Y.S., Wang, Y.M., Lin, H.H., and Tang, T.I. (2003), “Determinants of user acceptance of Internet banking: an empirical study”, International Journal of Service Industry Management, Vol. 14 No. 5, pp. 501-19.
Wolfinbarger, Mary and Mary C. Gilly (2003), “eTailQ: Dimensionalizing, Measuring, and Predicting etail Quality,” Journal of Retailing, 79 (3), 183-98
Woodruff Robert B., Cadotte Ernest R., Jenkins Roger L., (1983) Modeling Consumer Satisfaction Processes Using Experience-Based Norms , Journal of Marketing Research, Vol. 20, No. 3 (Aug., 1983), pp. 296-304
Yang Aimin and Zhang Wenxiang (2009), Based on Quantification Software Quality Assessment Method, Journal of Software, Vol. 4, No. 10, December 2009 pp 1110-1118
Yoo, Boonghee and Naveen Donthu (2001), “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal),” Quarterly Journal of Electronic Commerce, 2 (1), 31-46.
Zeithaml (2000) Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn, Journal of the Academy of Marketing Science. Volume 28, No. 1, pages 67-85.
Zeithaml Valarie A., Parasurarnan A. and Malhotra Arvind, (2002) Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge, Journal of the Academy of Marketing Science, Volume 30, No. 4, pages 362-375.