|
DSpace@nitr >
National Institue of Technology- Rourkela >
Journal Articles >
Please use this identifier to cite or link to this item:
http://hdl.handle.net/2080/746
|
| Title: | Service quality evaluation in internet banking:an empirical study in India |
| Authors: | Khan, M S
Mahapatra, S S
Sreekumar |
| Keywords: | e-banking
internet banking
i-banking
customer’s perspective
Service Quality |
| Issue Date: | 2009 |
| Publisher: | Inderscience |
| Citation: | International Journal of Indian Culture and Business Management, Vol 2, No 1, P 30-46 |
| Abstract: | This study aims at evaluating the service quality of internet banking
(i-banking) services in India from customer’s perspective. A structured
questionnaire containing 44 quality items is administered to various target
groups. Seven quality dimensions, viz. reliability, accessibility, userfriendliness,
privacy/security, efficiency, responsiveness and fulfilment, are
identified based on principal component factor analysis. Demographic analysis
of data reveals that gender is hardly a bias for use and evaluation of service
quality of i-banking in most of the cases across various categories of customers.
A valid mathematical model is proposed to assess the overall service quality
using regression analysis. The results show that customers are satisfied
with quality of service on four dimensions such as reliability, accessibility,
privacy/security, responsiveness and fulfilment, but least satisfied with
the ‘user-friendliness’ dimension. The empirical findings not only prioritise
... |
| Description: | copyright for the published version belongs to Inderscience |
| URI: | http://hdl.handle.net/2080/746 |
| Appears in Collections: | Journal Articles
|
Files in This Item:
| File |
Description |
Size | Format |
|---|
| sssm.pdf | | 908Kb | Adobe PDF | View/Open |
|
Show full item record
All items in DSpace are protected by copyright, with all rights reserved.
|
