A Study on E-Banking Service Quality and Customer Satisfaction

Abstract

The paper studied that E-banking service quality on customer satisfaction and also it evaluates major EBSQ factors like Reliability, Responsiveness, Tangibility, Empathy and Accuracy on customers satisfaction. Moreover , the paper also aims to understand the correlation between respected factors towards customer satisfaction. For that a structure questionnaire was used to measure the consumer satisfaction, with sample size 427 respondents and tested via descriptive statistics , percentages ANOVAs, Correlations and Multiple regressions. For conducting customers survey likert scale based questionnaire was developed. Collecting data was analysed using principle component using SPSS 20.0. The results of the ANOVA showed that there is a significant different with  EBSQ and demographical variables, and Customer satisfaction, and followed with correlation results showed that there is a strong correlation between EBSQ and Customer satisfaction  and Age in years and Multiple regression results showed that Age in years, Education, Responsiveness and Reliability will have higher positive evaluation on  e- banking service quality towards customer satisfaction.