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Title: Impact of service quality dimensions in internet banking on customer satisfaction
Authors: George, Ajimon
Kumar, G. S. Gireesh
Keywords: Customer satisfaction
Internet banking
Public key infrastructure
Self-service banking technology
Service quality
Issue Date: Mar-2014
Publisher: Indian Institute of Management Calcutta, Kolkata
Series/Report no.: Vol.41;No.1
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.
Description: Ajimon George, Marian College, Kuttikkanam, 685531, Kerala, India; G. S. Gireesh Kumar, Nirmala College, Muvattupuzha, 686661, Kerala, India
Issue Editor – Bhaskar Chakrabarti, IIM Calcutta, Kolkata, India
ISSN: 0304-0941 (print version) ; 2197-1722 (electronic version)
Appears in Collections:Issue 1, March 2014

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