A Study on the Impact of e-Service Quality on User Satisfaction in the Online Banking Sector

Abstract

This paper deals with studying the factors that are associated with e-service quality as derived from the review of literature and then, assessing the impact of these factors on the satisfaction level of the users of online banking services in Delhi and National Capital Region. The users in this study have been categorized as the retail banking users. This is a primary research based on purposive sampling and with the sample size of 400 respondents via a bank intercept survey. Multiple regression has been used to study the impact of the various factors of service quality; namely, reliability, responsiveness, competence, product portfolio, security, feedback management, web apps on the user satisfaction of the online banking services. The satisfaction level has been represented by the total score of all the psychographic statements based on the dimensions of service quality. This study is quite relevant as it will provide inputs to the banking sectors and the academicians in the related field to understand the online banking service users’ behavior and identify, how they can be better satisfied. It indirectly provides the performance assessment of the online banking service provided by the stipulated banks in terms of keeping their customers satisfied.