E-service quality and customer loyalty: Special reference to banking sectors in Jaffna District

Internet is one of the modern innovations that literally transformed the world and has become a part and parcel of our everyday life. Currently, Internet is acting as a revolutionary agent that is changing the business world in a dynamic way. With the blessings of Internet and information technology, now communication and relationship development between people from any corner of the world have become incredibly easy Definition of customer led quality as features of products which meet customers’ needs and thereby provide customer satisfaction”. As E-service quality relates to meeting customers’ needs, we will be looking at “perceived service quality” in order to understand Customers (Gronroos, 2013). Service quality is a business administrative term and describes the degree of achievement of an ordered service. In this connection, objective and subjective service quality can be distinguished. Our research objective is: To find out the relationship between dimensions of e-service quality on Customer loyalty. The correlation value among Security, Responsiveness, Reliability, Ease of use, and Loyalty are.535,.656,.742, and.877 which is significant at 0.01 levels.