Impact of service quality dimensions in internet banking on customer satisfaction

Abstract

This study explores service quality dimensions in Internet Banking in the State of Kerala (India) and investigates the effect of these dimensions on customer satisfaction. The service quality dimensions identified were Website attributes, Reliability, Responsiveness, Fulfillment, Efficiency, and Privacy and Security. All the dimensions except efficiency and website attribute dimensions were found to influence customer satisfaction. The findings of the study have managerial implications for banks to better promote Internet Banking among their customers by enriching these service quality dimensions. The study calls for the need to exude confidence among the users that their personal information is secured and protected in the bank’s website and that their bank will not misuse their personal information. The study highlights the necessity for banks to have a pool of highly responsive bank employees who can respond quickly and professionally to all the requirements and complaints of customers.