POST GRADUATION DIPLOMA IN MANAGEMENT endobj The banking operations carried through internet banking might vary for individual customers, depending on their needs. endstream endstream
endstream According to (Reeti, 2009), the study frame the relationship between independent factors/variables and customer satisfaction in the Internet Banking. endstream endobj A total of 1000 questionnaires were distributed, using a combination of the self-administered method and by sending e-mail through personal contacts. endobj endstream I. 650 respondents from India. x1~ (meO 0*h!Tz xFh;S'm/pye\,:cA9a69r"N|phX+}(t <>stream When we talk about the banking sector, what matters the most are the customers and so what they perceive about the bank and their services itself becomes key to its growth. 86 0 obj Internet Banking, Service Quality, India, Responsiveness, Efficiency. VRBIa,lyLA];AmeO4U?!aA. The reliability statistic using Cronbachs Alpha is 0.843 which is above the accepted value of 0.70 and above. with customer satisfaction in India. Future research can explore otherservice quality dimensions and their applicability toother technology-enabled banking services. Also known as e-banking or online banking, it uses the Internet as the delivery channel to offer banking products to its customers [2] . Enjoy access to millions of ebooks, audiobooks, magazines, and more from Scribd. x@Et This findings indicates that more educated people are more willing or able to use internet banking. R4$(*DHbp*xSpYv0zgyoZvhiCOHjgwso(qE2M$d @q The objective of this study In the present scenario, Indian bank customers are compelled to make greater use of digital payment systems. 8 lakhs (43.85%), whereas the highest annual incomes, i.e., Rs.
91 0 obj endstream Digital payments like internet banking will be part of everyones day to day life due to any time any where features and on the go purchasing habits with the surging increase of e-commerce transactions. <>/MediaBox[0 0 612 792]/Parent 14 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]>>/Contents[76 0 R 77 0 R 78 0 R 79 0 R 80 0 R]/Type/Page/Tabs/S>> Multiple Regression Among the respondents who are internet banking users (N = 650), 38.3% use internet banking very often for their banking services (Table 2). x1~ XmeO 0*h!Tz fh)I$AN:\V':cA9a69:@EX|`~Cy ARX+}(w The review of the studies mentioned above reveals that the various studies have considered various dimensions and measurement scales. An exploratory factor analysis was conducted with all the items of the measured constructs, and the results showed that more than one factor with eigen value greater than one was extracted and no single factor accounted major variance. x=0E+ a 1DKkcq1gMAE7& F"JMB? endstream <>stream Cronbach Alpha was used to calculate the reliability of the constructs used in this study and only items having a Cronbach Alpha value of 0.7 or more were used [54] . 1#(T LOK+D|*hUhsaiv0zgyoZvhiCH*dq) N6UE@c support team who will be happy to help. - It only takes five minutes %PDF-1.4 *hFBbCg_CiXI! <>stream These seven dimensions were subdivided into two scales consisting of E-S-QUAL and E-RecS-QUAL. Copyright 2006-2022 Scientific Research Publishing Inc. All Rights Reserved.
quality of internet banking. Seven hundred completed questionnaires were collected from bank customers, of whom 650 were usable, for a response rate of 65%. Prior studies on service quality of internet banking identified various service quality dimensions using various e-service quality scales. x@Et E-banking includes the systems that enable financial institution, customers, individuals or businesses, to access accounts, transact business, or obtain information on financial products and services through a public or private network, including the Internet. The descriptive research design is selected for the study to learn the profile of the respondents, presentation and description of data collection, and describe the customers satisfaction towards e-banking services offered by Nepal SBI bank. using this service. technologies can be developed to improve the digital payment systems which endstream VRBIa,lyLA];AmeO4U?!aA. endobj account enquiry, fund transfer, cash withdrawals etc. All the measurement items (indicators) have a significant load on their underlying constructs (p < 0.01) with factor loadings varying between 0.611 and 0.862 (Table 7). x+ | x@.W)&%yZ3iN2o This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License. This result is consistent with prior research that explored the relationship between e-service quality and customer satisfaction [27] [28] [31] [34] [42] . MD MB?G Methodology refers the steps that will be adopted in this study. A <>stream The tremendous advances in technology and aggressive use of information technology has brought paradigm shift in banking operations. These factors are measured using 14 measurement items (indicators), which are derived from the exploratory factor analysis. The banking technology has emerged as a strategic resource for achieving higher efficiency, control of operations, productivity and profitability. In this study, 75 respondents from the bank were taken. This research study considers two main factors: electronic banking and customer satisfaction. When the sample size becomes larger, it assures the confidence with which the estimates of the population can be obtained. Samples of the study are not predetermined and pre- informed. endstream using this service. Approved by AICTE 42 0 obj 97 0 obj Factor 3 is labeled efficiency, which encompasses the convenience and competence of internet banking. used to identify the dimensions of internet banking. 3.2.1 Customers satisfaction towards e-banking products (EBP) x!0FOu$A`
21 0 obj
They helped me a lot once. The limitations of the study are listed below: - The study is based on primary data also but the respondent chosen are limited and random.
The internet banking website plays a crucial role in measuring the service quality of electronic banking. Finally, the limitations and future research directions are discussed. Factor 1 is labeled responsiveness, which includes support expected by the customer from the bank. <>/MediaBox[0 0 612 792]/Parent 14 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]>>/Annots[40 0 R]/Contents[41 0 R 42 0 R 43 0 R 44 0 R 45 0 R]/Type/Page/Tabs/S>> Exploratory and confirmatory factor analysis was Banks will find it hard to launch Internet banking services if demand is low because of security doubts. 0.06 [62] or a stringent upper limit of 0.07 shows a good fit [64] , and from the Table 6 the RMSEA obtained is 0.043 proves that the measurement model has a good fit of the sample data. endobj
Commercial banks and financial institution should implement best practices in the industry in order to strengthen customers confidence in using internet banking services. (please choose one). endstream The CFA, also known as the measurement model, is used to assess the overall validity of. Table 4.
This research study used convenience sampling, a non-probability sampling method, as the choice for selecting the respondents to collect the sample elements. accepted value of 0.7 and above. customers satisfaction of internet banking on the identified e-service quality SBI began to look at e-banking as a means to replace some of their traditional bank functions. The primary data collected from the questionnaire were tabulated and analyzed using SPSS (Statistical Package for Social Sciences) version 16.0. MD MB?G Final year project-Customer Awareness Towards SBI E Banking Services, Report on customer satisfaction from e banking services, Quality of online banking services a comparative study of sbi & icici bank, International Journal of Technical Research & Application, A Study on E-banking Facility of Kotak Mahindra Bank. endobj endobj - Very limited secondary data are found in this topic and mostly based on primary data. x+ | variation in the dependent variable customer satisfaction with internet banking. endstream The majority of the respondents educational qualifications were graduate (52%), followed by post-graduate (34.77%). 115 0 obj x+ | <>stream endstream Learn faster and smarter from top experts, Download to take your learnings offline and on the go. To collect the data 75 respondents were selected. These dimensions were chosen because they are the dimensions used by past studies to measure the e-service quality of internet banking [2] [26] [28] [29] [33] [34] [35] [36] [38] [40] [41] [42] . 3.2.7 Customer satisfaction level (CS) Activate your 30 day free trialto unlock unlimited reading. E-Service Quality of Internet Banking. % endobj Analysis was used to test the relationship with e-service quality dimensions 118 0 obj
to go back to the article page.Or contact our The objective of this study was to identify the critical dimensions of the e-service quality of internet banking as perceived by Indian banking customers and their satisfaction with internet banking. 1 0 obj Harmans single-factor test was conducted to examine the common method bias. ICICI Bank was the first bank to introduce internet banking to India, in 1996 [9] . N nIa,c!U;M[e56'v|b1cv$`Ii~Bv]b(^:m@i The target population identified for this study was the bank customers who have operational bank accounts from various public, private, co-operative and foreign banks in India. endstream x+ | They have, over a long time, been using electronic and telecommunication networks for delivering a wide range of value added products and services. Singh, S. (2019) Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India. ***Significant at p < 0.01 level; *Unstandardised regression weights assumed as 1. the average variance extracted by each construct. The survey-based research is liable to common method variance where respondents fill out the survey questionnaire themselves [57] . The GFI and AGFI (0.969 and 0.951) exceed the recommended cut-off point of 0.95 and 0.90, respectively, which indicates well-fitting models [63] . 105 0 obj endstream E-Banking is also called Internet banking, on-line banking or PC banking. <>stream Confirmatory factor analysis using AMOS (Analysis of Moment Structures), version 16.0, was used to confirm the factor structure of the e-service quality dimensions of internet banking. of Union Bank of India Electronic banking (e-banking) is defined as the automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels. endobj The main difference between the traditional service environment and the e-service environment is the absence of personal interaction between the customers and the employees within an e-service firm which leads to the measurement of e-service quality. Fit Indices of the Measurement Model of E-Service Quality Dimensions of Internet Banking. endobj Today, banks are already loosing enormous amounts through cheques and credit card fraud. security of the payment systems, gateways, and payment networks. The e-service quality of internet banking is perceived to be an antecedent of customer satisfaction with internet banking.
The unidimensionality is thus established [64] . <>stream G,/679$D MB?{ What are the most important reasons you opened an Internet bank account? - Some of the respondents were hesitating to provide us true information so, it was difficult to communicate with them. Among these studies, some of the researchers used the SERVQUAL scale [25] [26] , WebQual 4.0 scale [27] and some studies used e-SERVQUAL [28] [29] within the internet banking context. the customer satisfaction of internet banking services, which gives competitive x+ |
In this regard, it is vital to understand how to measure the service quality of Internet banking in India, as well as customer satisfaction with it.
x;0EWQ-GG0a4h0sT3q,BR!FP!U\OAYsloy`-l[ 8(UgwSo(^Rz>m"!/UEG@g Satisfaction, according to [43] perspective is an on-going evaluation of the surprise inherent in a product acquisition and/or consumption experience. [44] Defined e-satisfaction as the contentment of the customer with respect to his or her prior purchasing experience with a given electronic-commerce firm. In their IS research, [45] described user satisfaction as covering the entire customer experience cycle from information retrieval through purchase, payment, receipt, and service., Relationship with E-Service Quality and Customer Satisfaction. APIdays Paris 2019 - Innovation @ scale, APIs as Digital Factories' New Machi Mammalian Brain Chemistry Explains Everything. 82 0 obj rural population of India to understand the digital mindset by studying the Not Answered1 - Most Important23456 - Least Important Safe and secure G,/679$D MB?{ *hFBbCg_CiXI! A survey questionnaire was used to administer data collection for identifying the e-service quality of internet banking and its relationship with customer satisfaction.
The improvement in service quality comprising of
endobj `l[ 8" Plq) eO%d ! Keywords: e-banking services, customer satisfaction. The adapted scales were reworded to fit the need for the current study. <>stream x1~ Xn{{)4WE@ !"2]%BR=>i{F:[V'i:sF>b6)+F-? Currently, 44% of customers are using internet banking, and it is one of the preferred modes of digital payment [11] . endstream endstream The average variance extracted (AVE) is a complementary measure to the composite reliability, reflecting the overall amount of variance in the indicators accounted for by the latent construct [54] . The CFA results reveal that the shared variance between the factors was lower than the average variance extracted from the individual factors. factors of e-service quality of internet banking in India and to measure the - Completely free - with ISBN endobj These scales had shown reliability and validity in the studies from which they were adopted.
endobj
A structured questionnaire was developed and distributed to 75 sample respondents who are the customer of Nepal SBI bank. endobj
A survey method was carried out to acquire data from 1The expression brick and mortar is defined as based on a physical store where the vendor interacts with the customer [7] . endobj The findings provide practical information useful for improving the service quality of internet banking. The root mean square error of approximation (RMSEA) with a cut-off value close to. <>stream Barletts Test of sphericity 2 (105) = 4639.275, p = 0.000 (<0.05) indicates that the correlation matrix is not an identity matrix and the factor analysis is appropriate. One limitation of this study is that the sampling method used is convenience sampling, which limits the studys generalizability. 5.2 Action Implications: x+ |
z;4,5 ^; ]-y#mPez}7y,.E&2@a endobj @e
Table 6. endobj Multiple Regression If the customer believes that they have the required knowledge, skill or ability to operate mobile banking, then there is a higher chance to attempt the service. their internet banking service and thereby to satisfy their customers.
The security solutions of the future are the major concern for banks. Perceived credibility dimension is ranked as the third, by Indian banking customers who show the confidence they feel about their bank about internet banking. The minimum sample size required for SEM (Structural Equation Model) analysis is 200 [54] . These dimensions are consistent with the past e-service quality dimensions [12] [24] [32] and also consistent with past internet banking e-service quality studies [2] [25] [28] [29] [35] [36] [41] . The R2 value is 0.655, which means that all the independent variables together explained 65.5 % of the. These findings can be used by banks to improve the service quality of In order to stay competitive, therefore, it is essential for banks in India to improve the quality of their internet banking systems so that more users will use this channel for their digital transactions.
In traditional banking, the customer has to visit the branch of the bank in person to perform the basic banking operation, viz. The structural equation modeling (SEM) method using AMOS 16.0 is used to conduct the CFA. We use cookies to help provide and enhance our service and tailor content and ads. The factors (constructs) having unidimensionality with the measurement items load significantly on the underlying constructs. <>stream Not Answered1 - Most Important23456 - Least Important Convenience (24 hours service, anywhere connectivity) U` !"2}%BR=>i{E;9l:Oq2 #IAu]P,T5lnqMp/(n endobj The CFI value obtained is 0.981 (Table 6) which is above the cut-off point, indicating that the measurement model is a good fit. The results indicate that frequency of usage of internet banking is high in India, with customers preferring it as a convenient option enabling them to bank anytime and anywhere. A three-factor solution is found, accounting for a combined percent of 61.92 percent of the total variance explained. Responsiveness found to be the most significant predictor of the e-service The digital payments industry can concentrate on improving the
endobj Confirmatory factor analysis (CFA) was conducted to examine whether the measurement items of e-service quality of internet banking loaded by the pattern revealed in the exploratory factor analysis. GuP^PKU@k [12] Defined e-service quality as the extent to which a website facilitates efficient and effective shopping, purchasing and delivery of product and services. [13] Defined e-service quality as the degree to which an electronic service is able to effectively and efficiently fulfill relevant customer needs. [14] Defined e-service quality as the consumers evaluation of process and outcome quality of the interaction with a service providers electronic channels. The conventional SERVQUAL scale was initially applied to the online environment to measure e-service quality, which had raised many criticisms [15] [16] . 67 0 obj The authors declare no conflicts of interest regarding the publication of this paper. <>stream 114 0 obj endstream customers satisfaction of internet banking on the identified e-service quality Nowadays, internet banking sites process customer service inquiries, allow transactions from one account to another, take loan applications, open new accounts etc. The SlideShare family just got bigger. <>stream The digital payments industry can concentrate on improving the security of the payment systems, gateways, and payment networks. 103 0 obj Another limitation is that there is a possibility that it has not captured all e-service quality dimensions. Respondents rated all items above the neutral point 4 [54] . The study also found that there is a positive relationship exists between e-service quality dimensions and customer satisfaction with internet banking. Activate your 30 day free trialto continue reading. x+ | Dimension access refers to empowering customers to utilize the service through some points of entry and the ability to carry out a wide range of transactions. The web interface is maintenance of a website that enhances the overall browsing experience of customers. Attention is the provision of accurate, personalized service to customers. Credibility refers to delivering the promised service to customers at all times. Variable customer satisfaction is measured using five items adapted from [52] . x+ | Satisfaction from e banking services.
It can be observed from Table 8 that the model is significant (F-value = 408.018, p = 0.000) since the p-value is less than 0.01. <>stream A survey method was carried out to acquire data from is to measure the e-service quality of internet banking and the relationship - Every paper finds readers. 3.2.4 Customer satisfaction towards Perceived ease of use (PEU) endobj - To analyze the problems faced by customer while dealing with online banking services. The criteria to accept items are factor loadings greater than 0.5 [54] . endobj In addition to the rapid use of electronic bank branches an entire financial community has suddenly offering most and financial service. This study involves the study of Nepal SBI bank. 1 !ag7A)KWUNA(d@o <>stream - Which factor influences the customer satisfaction towards e-banking? KMOand Bartletts Test of Internet Banking Service Quality and Satisfaction Scale. endstream For customers, it is the realization of their anywhere and anytime banking dream. They show that there have been a multiplicity of constructs for measuring e-service quality and those researchers are still grappling over which construct best represent the e-service quality of internet banking. Abbildung in dieser Leseprobe nicht enthalten. Instant access to millions of ebooks, audiobooks, magazines, podcasts and more. findings open up many business opportunities to India as well as other Asian The feedback received from both groups is incorporated into the questionnaire to improve its clarity, relevance, and consistency and the questionnaire was revised after pre-testing. 93 0 obj <>stream ^RBw$0yyL.vg]A;Bgw4? This study aims to explore the critical The reliability statistic, obtained using Cronbachs Alpha, is 0.836, which is above the.
x!0FOuv7IU`@BbCg_CiPI! 76 0 obj Non-probability sampling method has been used to select the sample. The study findings can be used by banks to improve The E-RecS-QUAL [24] is an eleven-item scale of three dimensions: responsiveness, compensation, and contact, focusing on handling service problems and inquiries. endstream It is the main aim why the research is being conducted. endobj <>stream
SlideShare uses cookies to improve functionality and performance, and to provide you with relevant advertising. endobj Those units or individuals are selected as samples who are the customer of any bank inside Kathmandu. endstream 22 0 obj support team It is an availability of assistance through telephone or online representatives. advantages to the banks. The questionnaire was shown to academicians in the IS and marketing fields, as well as practitioners to test the initial instrument for measurability, context and respondents perceptions of the topic of the current study. endstream 2.3 Data collection procedure Table 7. endstream The method of judgmental sampling has been employed in choosing the samples from banks' customers for primary data collection. 75 0 obj 101 0 obj Hence, common method bias was not a concern in this study. endobj Demographic profile of the respondents. Did u try to use external powers for studying?
GuP^PKU@m 71 0 obj <>stream It is imperative to give accurate, friendly and helpful customer service to internet banking users. endstream endobj 62 0 obj <> endobj 63 0 obj <> endobj 64 0 obj <>/Font<>/ProcSet[/PDF/Text]>> endobj 65 0 obj <> endobj 66 0 obj <> endobj 67 0 obj <>stream Three new factors resulted from the research data analyzed in the present study. (Please check your downloads folder shortly for your download). The structure of the paper is as follows. G,/679$D MB?{ - Publication as eBook and book The positive or negative consumer perceptions of e-service quality of internet banking led to satisfaction (or dissatisfaction) with the internet banking services provided by the banks. ]5 "\(q The cost incurred includes initial purchase price, equipment cost, subscription charges and transaction cost. The study also found that there is a positive The study findings can be used by banks to improve ;VlA87)*Dzh:1_} (t 90 0 obj In the absence of geographical constraints and personal interaction between customers and bank employees, attracting and retaining customers largely depends on the service quality of internet banking. Unfortunately, most of the customers are unaware about e-banking facility.
<>/MediaBox[0 0 612 792]/Parent 14 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]>>/Contents[71 0 R 72 0 R 73 0 R 74 0 R 75 0 R]/Type/Page/Tabs/S>> See our Privacy Policy and User Agreement for details. 88 0 obj offer many business opportunities for creating computers, smartphones, and x@Et 64 0 obj endobj The
endstream According to (Reeti, 2009), the study frame the relationship between independent factors/variables and customer satisfaction in the Internet Banking. endstream endobj A total of 1000 questionnaires were distributed, using a combination of the self-administered method and by sending e-mail through personal contacts. endobj endstream I. 650 respondents from India. x1~ (meO 0*h!Tz xFh;S'm/pye\,:cA9a69r"N|phX+}(t <>stream When we talk about the banking sector, what matters the most are the customers and so what they perceive about the bank and their services itself becomes key to its growth. 86 0 obj Internet Banking, Service Quality, India, Responsiveness, Efficiency. VRBIa,lyLA];AmeO4U?!aA. The reliability statistic using Cronbachs Alpha is 0.843 which is above the accepted value of 0.70 and above. with customer satisfaction in India. Future research can explore otherservice quality dimensions and their applicability toother technology-enabled banking services. Also known as e-banking or online banking, it uses the Internet as the delivery channel to offer banking products to its customers [2] . Enjoy access to millions of ebooks, audiobooks, magazines, and more from Scribd. x@Et This findings indicates that more educated people are more willing or able to use internet banking. R4$(*DHbp*xSpYv0zgyoZvhiCOHjgwso(qE2M$d @q The objective of this study In the present scenario, Indian bank customers are compelled to make greater use of digital payment systems. 8 lakhs (43.85%), whereas the highest annual incomes, i.e., Rs.
91 0 obj endstream Digital payments like internet banking will be part of everyones day to day life due to any time any where features and on the go purchasing habits with the surging increase of e-commerce transactions. <>/MediaBox[0 0 612 792]/Parent 14 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]>>/Contents[76 0 R 77 0 R 78 0 R 79 0 R 80 0 R]/Type/Page/Tabs/S>> Multiple Regression Among the respondents who are internet banking users (N = 650), 38.3% use internet banking very often for their banking services (Table 2). x1~ XmeO 0*h!Tz fh)I$AN:\V':cA9a69:@EX|`~Cy ARX+}(w The review of the studies mentioned above reveals that the various studies have considered various dimensions and measurement scales. An exploratory factor analysis was conducted with all the items of the measured constructs, and the results showed that more than one factor with eigen value greater than one was extracted and no single factor accounted major variance. x=0E+ a 1DKkcq1gMAE7& F"JMB? endstream <>stream Cronbach Alpha was used to calculate the reliability of the constructs used in this study and only items having a Cronbach Alpha value of 0.7 or more were used [54] . 1#(T LOK+D|*hUhsaiv0zgyoZvhiCH*dq) N6UE@c support team who will be happy to help. - It only takes five minutes %PDF-1.4 *hFBbCg_CiXI! <>stream These seven dimensions were subdivided into two scales consisting of E-S-QUAL and E-RecS-QUAL. Copyright 2006-2022 Scientific Research Publishing Inc. All Rights Reserved.
quality of internet banking. Seven hundred completed questionnaires were collected from bank customers, of whom 650 were usable, for a response rate of 65%. Prior studies on service quality of internet banking identified various service quality dimensions using various e-service quality scales. x@Et E-banking includes the systems that enable financial institution, customers, individuals or businesses, to access accounts, transact business, or obtain information on financial products and services through a public or private network, including the Internet. The descriptive research design is selected for the study to learn the profile of the respondents, presentation and description of data collection, and describe the customers satisfaction towards e-banking services offered by Nepal SBI bank. using this service. technologies can be developed to improve the digital payment systems which endstream VRBIa,lyLA];AmeO4U?!aA. endobj account enquiry, fund transfer, cash withdrawals etc. All the measurement items (indicators) have a significant load on their underlying constructs (p < 0.01) with factor loadings varying between 0.611 and 0.862 (Table 7). x+ | x@.W)&%yZ3iN2o This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License. This result is consistent with prior research that explored the relationship between e-service quality and customer satisfaction [27] [28] [31] [34] [42] . MD MB?G Methodology refers the steps that will be adopted in this study. A <>stream The tremendous advances in technology and aggressive use of information technology has brought paradigm shift in banking operations. These factors are measured using 14 measurement items (indicators), which are derived from the exploratory factor analysis. The banking technology has emerged as a strategic resource for achieving higher efficiency, control of operations, productivity and profitability. In this study, 75 respondents from the bank were taken. This research study considers two main factors: electronic banking and customer satisfaction. When the sample size becomes larger, it assures the confidence with which the estimates of the population can be obtained. Samples of the study are not predetermined and pre- informed. endstream using this service. Approved by AICTE 42 0 obj 97 0 obj Factor 3 is labeled efficiency, which encompasses the convenience and competence of internet banking. used to identify the dimensions of internet banking. 3.2.1 Customers satisfaction towards e-banking products (EBP) x!0FOu$A`
21 0 obj
They helped me a lot once. The limitations of the study are listed below: - The study is based on primary data also but the respondent chosen are limited and random.
The internet banking website plays a crucial role in measuring the service quality of electronic banking. Finally, the limitations and future research directions are discussed. Factor 1 is labeled responsiveness, which includes support expected by the customer from the bank. <>/MediaBox[0 0 612 792]/Parent 14 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]>>/Annots[40 0 R]/Contents[41 0 R 42 0 R 43 0 R 44 0 R 45 0 R]/Type/Page/Tabs/S>> Exploratory and confirmatory factor analysis was Banks will find it hard to launch Internet banking services if demand is low because of security doubts. 0.06 [62] or a stringent upper limit of 0.07 shows a good fit [64] , and from the Table 6 the RMSEA obtained is 0.043 proves that the measurement model has a good fit of the sample data. endobj
Commercial banks and financial institution should implement best practices in the industry in order to strengthen customers confidence in using internet banking services. (please choose one). endstream The CFA, also known as the measurement model, is used to assess the overall validity of. Table 4.
This research study used convenience sampling, a non-probability sampling method, as the choice for selecting the respondents to collect the sample elements. accepted value of 0.7 and above. customers satisfaction of internet banking on the identified e-service quality SBI began to look at e-banking as a means to replace some of their traditional bank functions. The primary data collected from the questionnaire were tabulated and analyzed using SPSS (Statistical Package for Social Sciences) version 16.0. MD MB?G Final year project-Customer Awareness Towards SBI E Banking Services, Report on customer satisfaction from e banking services, Quality of online banking services a comparative study of sbi & icici bank, International Journal of Technical Research & Application, A Study on E-banking Facility of Kotak Mahindra Bank. endobj endobj - Very limited secondary data are found in this topic and mostly based on primary data. x+ | variation in the dependent variable customer satisfaction with internet banking. endstream The majority of the respondents educational qualifications were graduate (52%), followed by post-graduate (34.77%). 115 0 obj x+ | <>stream endstream Learn faster and smarter from top experts, Download to take your learnings offline and on the go. To collect the data 75 respondents were selected. These dimensions were chosen because they are the dimensions used by past studies to measure the e-service quality of internet banking [2] [26] [28] [29] [33] [34] [35] [36] [38] [40] [41] [42] . 3.2.7 Customer satisfaction level (CS) Activate your 30 day free trialto unlock unlimited reading. E-Service Quality of Internet Banking. % endobj Analysis was used to test the relationship with e-service quality dimensions 118 0 obj
to go back to the article page.Or contact our The objective of this study was to identify the critical dimensions of the e-service quality of internet banking as perceived by Indian banking customers and their satisfaction with internet banking. 1 0 obj Harmans single-factor test was conducted to examine the common method bias. ICICI Bank was the first bank to introduce internet banking to India, in 1996 [9] . N nIa,c!U;M[e56'v|b1cv$`Ii~Bv]b(^:m@i The target population identified for this study was the bank customers who have operational bank accounts from various public, private, co-operative and foreign banks in India. endstream x+ | They have, over a long time, been using electronic and telecommunication networks for delivering a wide range of value added products and services. Singh, S. (2019) Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India. ***Significant at p < 0.01 level; *Unstandardised regression weights assumed as 1. the average variance extracted by each construct. The survey-based research is liable to common method variance where respondents fill out the survey questionnaire themselves [57] . The GFI and AGFI (0.969 and 0.951) exceed the recommended cut-off point of 0.95 and 0.90, respectively, which indicates well-fitting models [63] . 105 0 obj endstream E-Banking is also called Internet banking, on-line banking or PC banking. <>stream Confirmatory factor analysis using AMOS (Analysis of Moment Structures), version 16.0, was used to confirm the factor structure of the e-service quality dimensions of internet banking. of Union Bank of India Electronic banking (e-banking) is defined as the automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels. endobj The main difference between the traditional service environment and the e-service environment is the absence of personal interaction between the customers and the employees within an e-service firm which leads to the measurement of e-service quality. Fit Indices of the Measurement Model of E-Service Quality Dimensions of Internet Banking. endobj Today, banks are already loosing enormous amounts through cheques and credit card fraud. security of the payment systems, gateways, and payment networks. The e-service quality of internet banking is perceived to be an antecedent of customer satisfaction with internet banking.
The unidimensionality is thus established [64] . <>stream G,/679$D MB?{ What are the most important reasons you opened an Internet bank account? - Some of the respondents were hesitating to provide us true information so, it was difficult to communicate with them. Among these studies, some of the researchers used the SERVQUAL scale [25] [26] , WebQual 4.0 scale [27] and some studies used e-SERVQUAL [28] [29] within the internet banking context. the customer satisfaction of internet banking services, which gives competitive x+ |
In this regard, it is vital to understand how to measure the service quality of Internet banking in India, as well as customer satisfaction with it.
x;0EWQ-GG0a4h0sT3q,BR!FP!U\OAYsloy`-l[ 8(UgwSo(^Rz>m"!/UEG@g Satisfaction, according to [43] perspective is an on-going evaluation of the surprise inherent in a product acquisition and/or consumption experience. [44] Defined e-satisfaction as the contentment of the customer with respect to his or her prior purchasing experience with a given electronic-commerce firm. In their IS research, [45] described user satisfaction as covering the entire customer experience cycle from information retrieval through purchase, payment, receipt, and service., Relationship with E-Service Quality and Customer Satisfaction. APIdays Paris 2019 - Innovation @ scale, APIs as Digital Factories' New Machi Mammalian Brain Chemistry Explains Everything. 82 0 obj rural population of India to understand the digital mindset by studying the Not Answered1 - Most Important23456 - Least Important Safe and secure G,/679$D MB?{ *hFBbCg_CiXI! A survey questionnaire was used to administer data collection for identifying the e-service quality of internet banking and its relationship with customer satisfaction.
The improvement in service quality comprising of
endobj `l[ 8" Plq) eO%d ! Keywords: e-banking services, customer satisfaction. The adapted scales were reworded to fit the need for the current study. <>stream x1~ Xn{{)4WE@ !"2]%BR=>i{F:[V'i:sF>b6)+F-? Currently, 44% of customers are using internet banking, and it is one of the preferred modes of digital payment [11] . endstream endstream The average variance extracted (AVE) is a complementary measure to the composite reliability, reflecting the overall amount of variance in the indicators accounted for by the latent construct [54] . The CFA results reveal that the shared variance between the factors was lower than the average variance extracted from the individual factors. factors of e-service quality of internet banking in India and to measure the - Completely free - with ISBN endobj These scales had shown reliability and validity in the studies from which they were adopted.
endobj
A structured questionnaire was developed and distributed to 75 sample respondents who are the customer of Nepal SBI bank. endobj
A survey method was carried out to acquire data from 1The expression brick and mortar is defined as based on a physical store where the vendor interacts with the customer [7] . endobj The findings provide practical information useful for improving the service quality of internet banking. The root mean square error of approximation (RMSEA) with a cut-off value close to. <>stream Barletts Test of sphericity 2 (105) = 4639.275, p = 0.000 (<0.05) indicates that the correlation matrix is not an identity matrix and the factor analysis is appropriate. One limitation of this study is that the sampling method used is convenience sampling, which limits the studys generalizability. 5.2 Action Implications: x+ |
z;4,5 ^; ]-y#mPez}7y,.E&2@a endobj @e
Table 6. endobj Multiple Regression If the customer believes that they have the required knowledge, skill or ability to operate mobile banking, then there is a higher chance to attempt the service. their internet banking service and thereby to satisfy their customers.
The security solutions of the future are the major concern for banks. Perceived credibility dimension is ranked as the third, by Indian banking customers who show the confidence they feel about their bank about internet banking. The minimum sample size required for SEM (Structural Equation Model) analysis is 200 [54] . These dimensions are consistent with the past e-service quality dimensions [12] [24] [32] and also consistent with past internet banking e-service quality studies [2] [25] [28] [29] [35] [36] [41] . The R2 value is 0.655, which means that all the independent variables together explained 65.5 % of the. These findings can be used by banks to improve the service quality of In order to stay competitive, therefore, it is essential for banks in India to improve the quality of their internet banking systems so that more users will use this channel for their digital transactions.
In traditional banking, the customer has to visit the branch of the bank in person to perform the basic banking operation, viz. The structural equation modeling (SEM) method using AMOS 16.0 is used to conduct the CFA. We use cookies to help provide and enhance our service and tailor content and ads. The factors (constructs) having unidimensionality with the measurement items load significantly on the underlying constructs. <>stream Not Answered1 - Most Important23456 - Least Important Convenience (24 hours service, anywhere connectivity) U` !"2}%BR=>i{E;9l:Oq2 #IAu]P,T5lnqMp/(n endobj The CFI value obtained is 0.981 (Table 6) which is above the cut-off point, indicating that the measurement model is a good fit. The results indicate that frequency of usage of internet banking is high in India, with customers preferring it as a convenient option enabling them to bank anytime and anywhere. A three-factor solution is found, accounting for a combined percent of 61.92 percent of the total variance explained. Responsiveness found to be the most significant predictor of the e-service The digital payments industry can concentrate on improving the
endobj Confirmatory factor analysis (CFA) was conducted to examine whether the measurement items of e-service quality of internet banking loaded by the pattern revealed in the exploratory factor analysis. GuP^PKU@k [12] Defined e-service quality as the extent to which a website facilitates efficient and effective shopping, purchasing and delivery of product and services. [13] Defined e-service quality as the degree to which an electronic service is able to effectively and efficiently fulfill relevant customer needs. [14] Defined e-service quality as the consumers evaluation of process and outcome quality of the interaction with a service providers electronic channels. The conventional SERVQUAL scale was initially applied to the online environment to measure e-service quality, which had raised many criticisms [15] [16] . 67 0 obj The authors declare no conflicts of interest regarding the publication of this paper. <>stream 114 0 obj endstream customers satisfaction of internet banking on the identified e-service quality Nowadays, internet banking sites process customer service inquiries, allow transactions from one account to another, take loan applications, open new accounts etc. The SlideShare family just got bigger. <>stream The digital payments industry can concentrate on improving the security of the payment systems, gateways, and payment networks. 103 0 obj Another limitation is that there is a possibility that it has not captured all e-service quality dimensions. Respondents rated all items above the neutral point 4 [54] . The study also found that there is a positive relationship exists between e-service quality dimensions and customer satisfaction with internet banking. Activate your 30 day free trialto continue reading. x+ | Dimension access refers to empowering customers to utilize the service through some points of entry and the ability to carry out a wide range of transactions. The web interface is maintenance of a website that enhances the overall browsing experience of customers. Attention is the provision of accurate, personalized service to customers. Credibility refers to delivering the promised service to customers at all times. Variable customer satisfaction is measured using five items adapted from [52] . x+ | Satisfaction from e banking services.
It can be observed from Table 8 that the model is significant (F-value = 408.018, p = 0.000) since the p-value is less than 0.01. <>stream A survey method was carried out to acquire data from is to measure the e-service quality of internet banking and the relationship - Every paper finds readers. 3.2.4 Customer satisfaction towards Perceived ease of use (PEU) endobj - To analyze the problems faced by customer while dealing with online banking services. The criteria to accept items are factor loadings greater than 0.5 [54] . endobj In addition to the rapid use of electronic bank branches an entire financial community has suddenly offering most and financial service. This study involves the study of Nepal SBI bank. 1 !ag7A)KWUNA(d@o <>stream - Which factor influences the customer satisfaction towards e-banking? KMOand Bartletts Test of Internet Banking Service Quality and Satisfaction Scale. endstream For customers, it is the realization of their anywhere and anytime banking dream. They show that there have been a multiplicity of constructs for measuring e-service quality and those researchers are still grappling over which construct best represent the e-service quality of internet banking. Abbildung in dieser Leseprobe nicht enthalten. Instant access to millions of ebooks, audiobooks, magazines, podcasts and more. findings open up many business opportunities to India as well as other Asian The feedback received from both groups is incorporated into the questionnaire to improve its clarity, relevance, and consistency and the questionnaire was revised after pre-testing. 93 0 obj <>stream ^RBw$0yyL.vg]A;Bgw4? This study aims to explore the critical The reliability statistic, obtained using Cronbachs Alpha, is 0.836, which is above the.
x!0FOuv7IU`@BbCg_CiPI! 76 0 obj Non-probability sampling method has been used to select the sample. The study findings can be used by banks to improve The E-RecS-QUAL [24] is an eleven-item scale of three dimensions: responsiveness, compensation, and contact, focusing on handling service problems and inquiries. endstream It is the main aim why the research is being conducted. endobj <>stream
SlideShare uses cookies to improve functionality and performance, and to provide you with relevant advertising. endobj Those units or individuals are selected as samples who are the customer of any bank inside Kathmandu. endstream 22 0 obj support team It is an availability of assistance through telephone or online representatives. advantages to the banks. The questionnaire was shown to academicians in the IS and marketing fields, as well as practitioners to test the initial instrument for measurability, context and respondents perceptions of the topic of the current study. endstream 2.3 Data collection procedure Table 7. endstream The method of judgmental sampling has been employed in choosing the samples from banks' customers for primary data collection. 75 0 obj 101 0 obj Hence, common method bias was not a concern in this study. endobj Demographic profile of the respondents. Did u try to use external powers for studying?
GuP^PKU@m 71 0 obj <>stream It is imperative to give accurate, friendly and helpful customer service to internet banking users. endstream endobj 62 0 obj <> endobj 63 0 obj <> endobj 64 0 obj <>/Font<>/ProcSet[/PDF/Text]>> endobj 65 0 obj <> endobj 66 0 obj <> endobj 67 0 obj <>stream Three new factors resulted from the research data analyzed in the present study. (Please check your downloads folder shortly for your download). The structure of the paper is as follows. G,/679$D MB?{ - Publication as eBook and book The positive or negative consumer perceptions of e-service quality of internet banking led to satisfaction (or dissatisfaction) with the internet banking services provided by the banks. ]5 "\(q The cost incurred includes initial purchase price, equipment cost, subscription charges and transaction cost. The study also found that there is a positive The study findings can be used by banks to improve ;VlA87)*Dzh:1_} (t 90 0 obj In the absence of geographical constraints and personal interaction between customers and bank employees, attracting and retaining customers largely depends on the service quality of internet banking. Unfortunately, most of the customers are unaware about e-banking facility.
<>/MediaBox[0 0 612 792]/Parent 14 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]>>/Contents[71 0 R 72 0 R 73 0 R 74 0 R 75 0 R]/Type/Page/Tabs/S>> See our Privacy Policy and User Agreement for details. 88 0 obj offer many business opportunities for creating computers, smartphones, and x@Et 64 0 obj endobj The