Relationship between Service Quality and Customer Satisfaction: A study of internet banking

Abstract

Objective of the research is how to manage the service quality in internet banking to improve the customer’s satisfaction and to examine the different dimensions of service quality to relate them with expectation of customers. A detailed literature review related to this study was also mentioned to develop a reference list of related authors. Methodology used for this research is to conduct a survey through structured questionnaire. A quantitative research is carried out by using a structured questionnaire to get a better understanding of this issue. Empirical data were collected through survey of the employees or professionals using internet banking services. Data presentation and analysis was done according to frame of reference and applied statistical tool SPSS. Descriptive Statistics, Correlation and Regression tools were used for analysis purpose. Results have shown that service quality dimensions used in the research are better representative of the customers’ satisfaction regarding internet usage.

Keywords: E-banking, Service Quality, Efficiency, Reliability, Responsiveness and Privacy