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{"work":{"id":90845678,"created_at":"2022-11-15T09:07:56.438-08:00","from_world_paper_id":220359514,"updated_at":"2024-11-24T15:31:32.443-08:00","_data":{"grobid_abstract":"With reference to the Indian economy, the banking sector plays a very crucial role by acting as a changing agent contributing to the socioeconomic development of the country.. Financial liberalisation has opened the doors for many new foreign banks along with new financial institutions. With them comes new technological innovations and aspects of providing services Banking Industry views Internet banking as new and improved way of conducting banking transactions in a secure way. Internet banking offers a wide range of services and facilities. Internet is a significant tool used for communication in today's technology driven competitive business scenario in Haryana. The paper intends to analyse the influence of internet banking services on the level of satisfaction of the customers in Haryana. Customer satisfaction is a key element that attracts customer retention, increased loyalty and post-purchase intention of the customer. It is crucial for all business organisations to meet the expectations of the customers thereby leading to customer satisfaction. Service Quality is stated as a comparing the expectations with the performance.. Each banking offers an array of services to its customers. Services can neither be standardised nor can been compared due its intangible nature. Nevertheless, with the introduction of new technology , ebanking has grown rapidly, The banks providing Internet banking services need to take into consideration the needs and expectations of its customers. It is important to carefully observe all the internet banking services performed by banks so as to regularly and constantly measure the satisfaction level of the customers with respect to Internet banking services. With this motive Satisfaction level of the Customers is examined by taking the help of various service quality dimensions. The most popularly used model for evaluating the quality of service is the SERVQUAL model developed by (A. Parasuraman, V. Zeithaml and L. Berry,1988) .SERVQUAL model is the most commonly used instrument for confirmatory factor analysis.","publication_date":"2020,4,1","publication_name":"TEST Engineering \u0026 Management","grobid_abstract_attachment_id":"94295325"},"document_type":"paper","pre_hit_view_count_baseline":null,"quality":"high","language":"en","title":"Internet Banking-Measuring Users' Satisfaction in Haryana","broadcastable":true,"draft":null,"has_indexable_attachment":true,"indexable":true}}["work"]; window.loswp.workCoauthors = [15290372]; window.loswp.locale = "en"; window.loswp.countryCode = "SG"; window.loswp.cwvAbTestBucket = ""; window.loswp.designVariant = "ds_vanilla"; window.loswp.fullPageMobileSutdModalVariant = "full_page_mobile_sutd_modal"; window.loswp.useOptimizedScribd4genScript = false; window.loginModal = {}; window.loginModal.appleClientId = 'edu.academia.applesignon'; window.userInChina = "false";</script><script defer="" src="https://accounts.google.com/gsi/client"></script><div class="ds-loswp-container"><div class="ds-work-card--grid-container"><div class="ds-work-card--container js-loswp-work-card"><div class="ds-work-card--cover"><div class="ds-work-cover--wrapper"><div class="ds-work-cover--container"><button class="ds-work-cover--clickable js-swp-download-button" data-signup-modal="{"location":"swp-splash-paper-cover","attachmentId":94295325,"attachmentType":"pdf"}"><img alt="First page of “Internet Banking-Measuring Users' Satisfaction in Haryana”" class="ds-work-cover--cover-thumbnail" src="https://0.academia-photos.com/attachment_thumbnails/94295325/mini_magick20221115-1-bzhf73.png?1668532321" /><img alt="PDF Icon" class="ds-work-cover--file-icon" src="//a.academia-assets.com/images/single_work_splash/adobe_icon.svg" /><div class="ds-work-cover--hover-container"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span><p>Download Free PDF</p></div><div class="ds-work-cover--ribbon-container">Download Free PDF</div><div class="ds-work-cover--ribbon-triangle"></div></button></div></div></div><div class="ds-work-card--work-information"><h1 class="ds-work-card--work-title">Internet Banking-Measuring Users' Satisfaction in Haryana</h1><div class="ds-work-card--work-authors ds-work-card--detail"><a class="ds-work-card--author js-wsj-grid-card-author ds2-5-body-md ds2-5-body-link" data-author-id="15290372" href="https://independent.academia.edu/NaazGorowara"><img alt="Profile image of Naaz Gorowara" class="ds-work-card--author-avatar" src="//a.academia-assets.com/images/s65_no_pic.png" />Naaz Gorowara</a></div><div class="ds-work-card--detail"><p class="ds-work-card--detail ds2-5-body-sm">2020, TEST Engineering & Management</p><div class="ds-work-card--work-metadata"><div class="ds-work-card--work-metadata__stat"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">visibility</span><p class="ds2-5-body-sm" id="work-metadata-view-count">…</p></div><div class="ds-work-card--work-metadata__stat"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">description</span><p class="ds2-5-body-sm">17 pages</p></div><div class="ds-work-card--work-metadata__stat"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">link</span><p class="ds2-5-body-sm">1 file</p></div></div><script>(async () => { const workId = 90845678; 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if (!viewCountBody) { throw new Error('Failed to find work views element'); } viewCountBody.textContent = `${commaizedViewCount} views`; } catch (error) { // Remove the whole views element if there was some issue parsing. document.getElementById('work-metadata-view-count')?.parentNode?.remove(); throw new Error(`Failed to parse view count: ${viewCount}`, error); } }; // If the DOM is still loading, wait for it to be ready before updating the view count. if (document.readyState === "loading") { document.addEventListener('DOMContentLoaded', () => { updateViewCount(viewCount); }); // Otherwise, just update it immediately. } else { updateViewCount(viewCount); } })();</script></div><p class="ds-work-card--work-abstract ds-work-card--detail ds2-5-body-md">With reference to the Indian economy, the banking sector plays a very crucial role by acting as a changing agent contributing to the socioeconomic development of the country.. Financial liberalisation has opened the doors for many new foreign banks along with new financial institutions. With them comes new technological innovations and aspects of providing services Banking Industry views Internet banking as new and improved way of conducting banking transactions in a secure way. Internet banking offers a wide range of services and facilities. Internet is a significant tool used for communication in today's technology driven competitive business scenario in Haryana. The paper intends to analyse the influence of internet banking services on the level of satisfaction of the customers in Haryana. Customer satisfaction is a key element that attracts customer retention, increased loyalty and post-purchase intention of the customer. It is crucial for all business organisations to meet the expectations of the customers thereby leading to customer satisfaction. Service Quality is stated as a comparing the expectations with the performance.. Each banking offers an array of services to its customers. Services can neither be standardised nor can been compared due its intangible nature. Nevertheless, with the introduction of new technology , ebanking has grown rapidly, The banks providing Internet banking services need to take into consideration the needs and expectations of its customers. It is important to carefully observe all the internet banking services performed by banks so as to regularly and constantly measure the satisfaction level of the customers with respect to Internet banking services. With this motive Satisfaction level of the Customers is examined by taking the help of various service quality dimensions. The most popularly used model for evaluating the quality of service is the SERVQUAL model developed by (A. Parasuraman, V. Zeithaml and L. Berry,1988) .SERVQUAL model is the most commonly used instrument for confirmatory factor analysis.</p><div class="ds-work-card--button-container"><button class="ds2-5-button js-swp-download-button" data-signup-modal="{"location":"continue-reading-button--work-card","attachmentId":94295325,"attachmentType":"pdf","workUrl":"https://www.academia.edu/90845678/Internet_Banking_Measuring_Users_Satisfaction_in_Haryana"}">See full PDF</button><button class="ds2-5-button ds2-5-button--secondary js-swp-download-button" data-signup-modal="{"location":"download-pdf-button--work-card","attachmentId":94295325,"attachmentType":"pdf","workUrl":"https://www.academia.edu/90845678/Internet_Banking_Measuring_Users_Satisfaction_in_Haryana"}"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span>Download PDF</button></div><div class="ds-signup-banner-trigger-container"><div class="ds-signup-banner-trigger ds-signup-banner-trigger-control"></div></div><div class="ds-signup-banner ds-signup-banner-control"><div id="ds-signup-banner-close-button"><button class="ds2-5-button ds2-5-button--secondary ds2-5-button--inverse"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">close</span></button></div><div class="ds-signup-banner-ctas" data-impression-entity-id="90845678" data-impression-entity-type="2" data-impression-source="signup-banner"><img src="//a.academia-assets.com/images/academia-logo-capital-white.svg" /><h4 class="ds2-5-heading-serif-sm">Sign up for access to the world's latest research</h4><button class="ds2-5-button ds2-5-button--inverse ds2-5-button--full-width js-swp-download-button" data-signup-modal="{"location":"signup-banner"}">Sign up for free<span class="material-symbols-outlined" style="font-size: 20px" translate="no">arrow_forward</span></button></div><div class="ds-signup-banner-divider"></div><div class="ds-signup-banner-reasons"><div class="ds-signup-banner-reasons-item"><span class="material-symbols-outlined" style="font-size: 24px" translate="no">check</span><span>Get notified about relevant papers</span></div><div class="ds-signup-banner-reasons-item"><span class="material-symbols-outlined" style="font-size: 24px" translate="no">check</span><span>Save papers to use in your research</span></div><div class="ds-signup-banner-reasons-item"><span class="material-symbols-outlined" style="font-size: 24px" translate="no">check</span><span>Join the discussion with peers</span></div><div class="ds-signup-banner-reasons-item"><span class="material-symbols-outlined" style="font-size: 24px" translate="no">check</span><span>Track your impact</span></div></div></div><script>(() => { // Set up signup banner show/hide behavior: // 1. 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The Internet banking is thus an essential medium for banking economy. However customer satisfaction is crucial for building a profitable business model. In our study an exploratory survey with the help of a Liker based questionnaire was conducted to investigate the impact of Internet banking service quality on customer satisfaction in Burdwan district West Bengal. The result implicated that the internet banking service quality dimensions have a significant impact on the customer satisfaction of Internet banking customers in Burdwan district. The main objective of this study is to identify the various dimensions of Internet banking service quality and also examine the relationship between the customer perceptions of Internet banking service quality in Burdwan district West Bengal.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"A Study Using SERVQUAL Model to Assess Service Quality and Customer Satisfaction of Internet Banking Usages in Burdwan District, West Bengal","attachmentId":56831020,"attachmentType":"pdf","work_url":"https://www.academia.edu/36876119/A_Study_Using_SERVQUAL_Model_to_Assess_Service_Quality_and_Customer_Satisfaction_of_Internet_Banking_Usages_in_Burdwan_District_West_Bengal","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/36876119/A_Study_Using_SERVQUAL_Model_to_Assess_Service_Quality_and_Customer_Satisfaction_of_Internet_Banking_Usages_in_Burdwan_District_West_Bengal"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="1" data-entity-id="37949495" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/37949495/Internet_Banking_Service_Quality_and_Account_Holders_Satisfaction">Internet Banking Service Quality and Account Holders' Satisfaction</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="23744368" href="https://annamalai.academia.edu/PANDARINATHANCHINNADURAI">PANDARINATHAN CHINNADURAI</a></div><p class="ds-related-work--abstract ds2-5-body-sm">This research focused at applying SERVQUAL model to verify the relationship between internetbanking services and account holders' satisfaction. While the previous researchers had already examined the effect ofservices on banking account holders' satisfaction, no previous study was done on internet banking. Thus, thepresent paper attempted to fill the gap in the literature by applying SERVQUAL model to study the quality of theinternet banking services rendered by the banks inIndia. The researcher has used the account holders' satisfaction as thedependent variable and the five dimensions of service quality; namely, tangibles, reliability, responsiveness,assurance and empathy, as the independent variables.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Internet Banking Service Quality and Account Holders' Satisfaction","attachmentId":57963588,"attachmentType":"pdf","work_url":"https://www.academia.edu/37949495/Internet_Banking_Service_Quality_and_Account_Holders_Satisfaction","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/37949495/Internet_Banking_Service_Quality_and_Account_Holders_Satisfaction"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="2" data-entity-id="42979887" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/42979887/SERVQUAL_Model_as_management_tool_for_measuring_service_quality_at_SBI_bank_branches_at_Vadodara_city">SERVQUAL Model as management tool for measuring service quality at SBI bank branches at Vadodara city</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="819720" href="https://msubaroda.academia.edu/DrSandipkumarPrajapati">Dr. Sandipkumar G Prajapati</a></div><p class="ds-related-work--abstract ds2-5-body-sm">Banking as a one of the fast growing service industry is highly customer oriented. Customer satisfaction is the key for the success of business of any bank. In the 21 st century the life of customers becomes hard and fast, they found lack of time this creates requirements of fast and accurate services at bank. Primary objective of this paper is to discuss the impact of banking service quality dimensions on customer satisfaction at SBI bank at vadodara city. 200 customers of SBI Bank were chosen and data was collected with the help of structured questionnaire. Customer satisfaction is the dependent variable and the five dimensions of service qualities are independent variables. The sampling method was Non-probability sampling technique, in that convenience sampling was used. Collected data has been analyzed by SPSS19 using various test to identify the impact of service quality on customer satisfaction. The ANOVA test showed that there was a significant correlation between various banking service qualities and customer satisfaction.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"SERVQUAL Model as management tool for measuring service quality at SBI bank branches at Vadodara city","attachmentId":63239623,"attachmentType":"pdf","work_url":"https://www.academia.edu/42979887/SERVQUAL_Model_as_management_tool_for_measuring_service_quality_at_SBI_bank_branches_at_Vadodara_city","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/42979887/SERVQUAL_Model_as_management_tool_for_measuring_service_quality_at_SBI_bank_branches_at_Vadodara_city"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="3" data-entity-id="53256727" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/53256727/Service_Quality_SERVQUAL_Dimensions_on_Customer_Satisfaction_Empirical_Evidence_from_Bank_Study">Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="94838666" href="https://independent.academia.edu/vivioctaviana2">vivi octaviana</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Golden Ratio of Marketing and Applied Psychology of Business</p><p class="ds-related-work--abstract ds2-5-body-sm">This study aims to determine how much influence service quality dimensions have on customers&#39; satisfaction who use BRI services. The model used in this study is observation, interviews, questionnaires, and literature study using a Likert scale. The method of determining the sample used is 96 respondents. The analytical method used is the multi-linear regression method. The results of this study indicate that all variables are simultaneously serviced quality dimensions consisting of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) together have a positive influence. Partially found services consisting of Tangible, Reliability, and Empathy have a positive and significant influence on customer satisfaction. At the same time, the quality of service which consists of Responsiveness and Assurance is not supported. Service quality is a critical aspect to satisfying the customers and retaining their loyalty, so they continue to buy from you in the f...</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study","attachmentId":70136618,"attachmentType":"pdf","work_url":"https://www.academia.edu/53256727/Service_Quality_SERVQUAL_Dimensions_on_Customer_Satisfaction_Empirical_Evidence_from_Bank_Study","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/53256727/Service_Quality_SERVQUAL_Dimensions_on_Customer_Satisfaction_Empirical_Evidence_from_Bank_Study"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="4" data-entity-id="112503374" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/112503374/Internet_Banking_Service_Quality_and_Its_Impact_on_Customer_Satisfaction_in_Indore_District_of_Madhya_Pradesh">Internet Banking Service Quality and Its Impact on Customer Satisfaction in Indore District of Madhya Pradesh</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="285352070" href="https://independent.academia.edu/GeetaSharma205">Geeta Sharma</a></div><p class="ds-related-work--metadata ds2-5-body-xs">2014</p><p class="ds-related-work--abstract ds2-5-body-sm">Competition and the constant changes in technology and lifestyles have changed the face of banking in India. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. Banking industry has revolutionised the internet banking services with the help of technology. Internet banking has become one of the widely used banking services among Indian retail banking customers in recent years. Despite its attractiveness, customer satisfaction towards Internet banking service has become an issue due to stiff competition among the banks in India. Customer satisfaction is critically important for its impact on customer retention and firm profitability. Internet banking service quality and customer satisfaction are inarguably the two core concepts for the researchers. It has been analysed that internet banking service quality is a key issue to maintain customer satisfaction. As the development of a customer satisfaction model in Internet banking services context in India specially in Madhya Pradesh had not been addressed by past studies, this study attempts to develop a model based on service quality dimensions, with the purpose to investigate impact of service quality on customer satisfaction. The main objectives of this empirical study is to explore internet banking service quality factors and also analyze its impact on customer satisfaction through Multiple-Regression statistical techniques. A structured likert scale based questionnaire was prepared with the help of literature and filled by internet banking users of Indore district of Madhya Pradesh through survey method. Using factor analysis five dimensions for internet service quality were extracted and to analyze its impact on customer satisfaction regression method was used by the researcher. Rresearcher found that there is a positive impact of service quality dimensions on customer satisfaction. Regression measures have indicated that website ease of use, comfort, accessibility, are influential factors, whereas, confidence and responsiveness also have significant impact on satisfaction of the online customers.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Internet Banking Service Quality and Its Impact on Customer Satisfaction in Indore District of Madhya Pradesh","attachmentId":109714022,"attachmentType":"pdf","work_url":"https://www.academia.edu/112503374/Internet_Banking_Service_Quality_and_Its_Impact_on_Customer_Satisfaction_in_Indore_District_of_Madhya_Pradesh","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/112503374/Internet_Banking_Service_Quality_and_Its_Impact_on_Customer_Satisfaction_in_Indore_District_of_Madhya_Pradesh"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="5" data-entity-id="102260102" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/102260102/Analysing_relationship_among_service_quality_satisfaction_and_loyalty_in_internet_banking_a_study_from_India">Analysing relationship among service quality, satisfaction and loyalty in internet banking: a study from India</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="25061038" href="https://imt.academia.edu/sitamishra">sita mishra</a></div><p class="ds-related-work--metadata ds2-5-body-xs">International Journal of Electronic Finance, 2014</p><p class="ds-related-work--abstract ds2-5-body-sm">Internet banking is one of the most upcoming phenomena which is helping banking sector's growth in India. With changing patterns of consumer behaviour and the increasing use of technology in the delivery of banking services in India, there is a need to understand consumers' perspective towards service quality of internet banking. The objective of this paper is to identify features that determine the service quality perception by internet banking consumers in India. Furthermore, study analyses the impact of service quality on customer satisfaction and additionally customer satisfaction on consumer loyalty towards the bank. Data was analysed with SPSS 18.0 and AMOS 18.0. Structural equation modelling (SEM) was used as main analytical tool to analyse the cause and effect relation of the research model constructs.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Analysing relationship among service quality, satisfaction and loyalty in internet banking: a study from India","attachmentId":102574696,"attachmentType":"pdf","work_url":"https://www.academia.edu/102260102/Analysing_relationship_among_service_quality_satisfaction_and_loyalty_in_internet_banking_a_study_from_India","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/102260102/Analysing_relationship_among_service_quality_satisfaction_and_loyalty_in_internet_banking_a_study_from_India"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="6" data-entity-id="117587551" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/117587551/Relationship_between_Service_Quality_and_Customer_Satisfaction_A_study_of_internet_banking">Relationship between Service Quality and Customer Satisfaction: A study of internet banking</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="299633444" href="https://independent.academia.edu/FarhatUllahKhan13">FarhatUllah Khan</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Industrial Engineering Letters, 2014</p><p class="ds-related-work--abstract ds2-5-body-sm">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.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Relationship between Service Quality and Customer Satisfaction: A study of internet banking","attachmentId":113405523,"attachmentType":"pdf","work_url":"https://www.academia.edu/117587551/Relationship_between_Service_Quality_and_Customer_Satisfaction_A_study_of_internet_banking","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/117587551/Relationship_between_Service_Quality_and_Customer_Satisfaction_A_study_of_internet_banking"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="7" data-entity-id="91287164" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/91287164/Service_quality_evaluation_in_internet_banking_an_empirical_study_in_India">Service quality evaluation in internet banking: an empirical study in India</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="88289541" href="https://independent.academia.edu/Mahapatrasibasankar">siba sankar Mahapatra</a></div><p class="ds-related-work--metadata ds2-5-body-xs">International Journal of Indian Culture and Business Management, 2009</p><p class="ds-related-work--abstract ds2-5-body-sm">This study aims at evaluating the service quality of internet banking (i-banking) services in India from customer's perspective. A structured questionnaire containing 44 quality items is administered to various target groups. Seven quality dimensions, viz. reliability, accessibility, userfriendliness, privacy/security, efficiency, responsiveness and fulfilment, are identified based on principal component factor analysis. Demographic analysis of data reveals that gender is hardly a bias for use and evaluation of service quality of i-banking in most of the cases across various categories of customers. A valid mathematical model is proposed to assess the overall service quality using regression analysis. The results show that customers are satisfied with quality of service on four dimensions such as reliability, accessibility, privacy/security, responsiveness and fulfilment, but least satisfied with the 'user-friendliness' dimension. The empirical findings not only prioritise different parameters but also provide guidelines to bankers to focus on the parameters on which they need to improve.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Service quality evaluation in internet banking: an empirical study in India","attachmentId":94616540,"attachmentType":"pdf","work_url":"https://www.academia.edu/91287164/Service_quality_evaluation_in_internet_banking_an_empirical_study_in_India","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/91287164/Service_quality_evaluation_in_internet_banking_an_empirical_study_in_India"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="8" data-entity-id="105448566" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/105448566/A_Comparative_Study_of_Customer_s_Satisfaction_toward_Banking_Services_of_Selected_Private_and_Public_Banks_An_Application_of_SERVQUAL_Model">A Comparative Study of Customer’s Satisfaction toward Banking Services of Selected Private and Public Banks: An Application of SERVQUAL Model</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="8153324" href="https://ksv.academia.edu/MiteshPatel">Dr. Mitesh Patel</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Studies in Indian Place Names, 2020</p><p class="ds-related-work--abstract ds2-5-body-sm">This paper attempts to determine and compare the extent of customer's satisfaction with quality of banking services based on different constituent factors. The SERVQUAL Model was used for measuring the service quality of the banks. We haveused non probability convenience sampling and snow balling sampling method for this research and 196 respondents, 98 customers of Public Sector Banks and 98 customers of Private Sector Banks constitute the sample for the survey. We took the samples from North Gujarat region. The analysis was carried out by using different statistical tools like descriptive statistics, reliability statistics, factor analysis, chi-square analysis, ANNOVA analysis and SERVQUAL Analysis. The findings show that service quality gap of customer expectation and perception was minimum in ICICI while maximum in BOB. It shows good service quality in ICICI bank as compare to other banks. Overall model shows that service quality level average in selected banks.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"A Comparative Study of Customer’s Satisfaction toward Banking Services of Selected Private and Public Banks: An Application of SERVQUAL Model","attachmentId":104901039,"attachmentType":"pdf","work_url":"https://www.academia.edu/105448566/A_Comparative_Study_of_Customer_s_Satisfaction_toward_Banking_Services_of_Selected_Private_and_Public_Banks_An_Application_of_SERVQUAL_Model","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/105448566/A_Comparative_Study_of_Customer_s_Satisfaction_toward_Banking_Services_of_Selected_Private_and_Public_Banks_An_Application_of_SERVQUAL_Model"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="9" data-entity-id="44405199" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/44405199/Applying_the_Service_Quality_SERVQUAL_Model_to_Evaluate_the_Satisfaction_of_the_Customers_A_Study_on_Private_Commercial_Banks_in_Bangladesh">Applying the Service Quality (SERVQUAL) Model to Evaluate the Satisfaction of the Customers: A Study on Private Commercial Banks in Bangladesh</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="136196049" href="https://independent.academia.edu/MdRahatKhan7">Md. Rahat Khan</a></div><p class="ds-related-work--metadata ds2-5-body-xs">AIBA Savar Journal, 2020</p><p class="ds-related-work--abstract ds2-5-body-sm">The obvious use of gap scores is to allow the service manager to determine the current quality of service and to measure existing gaps. The basic aim of that current study is to assess the gap between service expectations and performance quality in private commercial banks in Bangladesh through the adaptation and adjustment of the Service Quality (SERVQUAL) model. The present study was conducted in January to March of 2019. A total number of 370 respondents have been fixed for the study with the application of a non-probability convenient sampling technique. A 7-point Likert scale has been employed to assess the perception of service quality in private commercial banks. Though the respondents show their satisfaction regarding the service they received from their respective banks. However, all the 22 areas under 5 dimensions of SERVQUAL model the performance of the bank has found to be inadequate in comparison to what customers expect in terms of service delivery.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Applying the Service Quality (SERVQUAL) Model to Evaluate the Satisfaction of the Customers: A Study on Private Commercial Banks in Bangladesh","attachmentId":64814750,"attachmentType":"pdf","work_url":"https://www.academia.edu/44405199/Applying_the_Service_Quality_SERVQUAL_Model_to_Evaluate_the_Satisfaction_of_the_Customers_A_Study_on_Private_Commercial_Banks_in_Bangladesh","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/44405199/Applying_the_Service_Quality_SERVQUAL_Model_to_Evaluate_the_Satisfaction_of_the_Customers_A_Study_on_Private_Commercial_Banks_in_Bangladesh"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div></div></div><div class="ds-sticky-ctas--wrapper js-loswp-sticky-ctas hidden"><div class="ds-sticky-ctas--grid-container"><div class="ds-sticky-ctas--container"><button class="ds2-5-button js-swp-download-button" data-signup-modal="{"location":"continue-reading-button--sticky-ctas","attachmentId":94295325,"attachmentType":"pdf","workUrl":null}">See full PDF</button><button class="ds2-5-button ds2-5-button--secondary js-swp-download-button" data-signup-modal="{"location":"download-pdf-button--sticky-ctas","attachmentId":94295325,"attachmentType":"pdf","workUrl":null}"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span>Download PDF</button></div></div></div><div class="ds-below-fold--grid-container"><div class="ds-work--container js-loswp-embedded-document"><div class="attachment_preview" data-attachment="Attachment_94295325" style="display: none"><div class="js-scribd-document-container"><div class="scribd--document-loading js-scribd-document-loader" style="display: block;"><img alt="Loading..." src="//a.academia-assets.com/images/loaders/paper-load.gif" /><p>Loading Preview</p></div></div><div style="text-align: center;"><div class="scribd--no-preview-alert js-preview-unavailable"><p>Sorry, preview is currently unavailable. 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