Measuring the customer satisfaction and service quality towards on-line banking

2021, Vol. 3, Issue 2

Measuring the customer satisfaction and service quality towards on-line banking

authors
Eadi Sunitha

abstract
The main focus of this study is on the banking sector how the customer are satisfied by perceiving the services rendered by the banking people. The sample size is 200 customer who are having account with different banks in selected areas. It is descriptive study based on convenient sampling method and self-constructed questionnaire is used for data collection. This paper identified the dimensions of online banking service quality and customer satisfaction which consists of 5C’s of service quality. the finding of the percentage analysis revealed five C’s dimensions of online banking service quality listed as- Convince, Communication, Confidence, Collateral, Contact. In which among the online banking service quality dimensions Convince, Communication and Collateral were found to be very positively effecting customer satisfaction.

Download | Pages : 18-22

How to cite this article:

Eadi Sunitha. Measuring the customer satisfaction and service quality towards on-line banking. International Journal of Commerce and Economics, Volume 3, Issue 2, 2021, Pages 18-22