As the aspirations of the banking customers have increased in India, E-Banking service quality is most significant for banks for ensuring overall customer satisfaction. This research paper aims to focuses on what customer think about the services of Public and Private sector banks. In this study, the primary data was collected from 236 respondents through a structured questionnaire. The main objective of this paper is to study the significant impact of Gender and Age on customer satisfaction towards E-Banking service quality. The scope of study has been kept limited to customers who belong to Jalandhar City. The primary data was collected for the purpose of study of customer satisfaction towards E-Banking service quality in Public and Private Sector Banks. For this study, descriptive statistics is used and Independent t-test is applied through SPSS. This study proves that on the 5% level of significance, the null hypothesis is accepted. There is no significant impact of Age, Gender and choice of public and private sector bank on the factors ease of use, conservation of time, convenience, security, accuracy, reliability, responsiveness, online request handling, frequent updations and overall efficiency.
Cite this article:
Manpreet Singh, Neha. A Study of customer satisfaction on E–banking service quality in public and private sector banks with respect to gender and age. Asian Journal of Management. 2020;11(3):259-265. doi: 10.5958/2321-5763.2020.00040.2
Manpreet Singh, Neha. A Study of customer satisfaction on E–banking service quality in public and private sector banks with respect to gender and age. Asian Journal of Management. 2020;11(3):259-265. doi: 10.5958/2321-5763.2020.00040.2 Available on: https://ajmjournal.com/AbstractView.aspx?PID=2020-11-3-6
1. Berry, L.L. (1987), “Big ideas in services marketing”, The Journal of Services Marketing, Vol. 1 No. 1, pp. 5-9.
2. Brandt, D.R. (1988), “How service marketers can identify value-enhancing service elements”, The Journal of Services Marketing, Vol. 2 No. 3, pp. 35-41.
3. Broderick, A.J. and Vachirapornpuk, S. (2002), “Service quality in internet banking: the importance of customer role”, Marketing Intelligence & Planning, Vol. 20 No. 6, pp. 327-35.
4. Cox, J. and Dale, B.G. (2001), “Service quality and e-commerce: an exploratory analysis”, Managing Service Quality, Vol. 11 No. 2, pp. 121-31.
5. Dabholkar, P.A. (1996), “Consumer evaluations of new technology-based self-service perptions: an investigation of alternative models of service quality”, International Journal of Research in Marketing, Vol. 13 No. 1, pp. 29-52.
6. Gounaris, S. and Dimitriadis, S. (2003), “Assessing service quality on the web: evidence from business-to-consumer portals”, Journal of Services Marketing, Vol. 17 No. 5, pp. 529-48.
7. Gro¨nroos, C. (1990), “Relationship approach to marketing in service contexts”, Journal of Business Research, Vol. 20 No. 1, pp. 3-11.
8. Hughes, T. (2003), “Marketing challenges in e-banking: standalone or integrated?”, Journal of Marketing Management, Vol. 19, pp. 1067-85.
9. Jayawardhena, C. (2004), “Measurement of service quality in internet banking: the development of an instrument”, Journal of Marketing Management, Vol. 20, pp. 185-207.
10. Jun, M. and Cai, S. (2001), “The key determinants of internet banking service quality: a content analysis”, International Journal of Bank Marketing, Vol. 19 No. 7, pp. 276-91.
11. Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000), “Self-service technologies: understanding customer satisfaction with technology-based service encounters”, Journal of Marketing, Vol. 64, pp. 50-64.
12. Parasuraman, A. and Grewal, D. (2000), “The impact of technology on the quality-value loyalty chain: a research agenda”, Journal of the Academy of Marketing Science, Vol. 28, pp. 168-74.
13. Parasuraman, A., Zeithaml, V. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, pp. 12-40.
14. Santos, J. (2003), “E-service quality: a model of virtual service quality dimensions”, Managing Service Quality, Vol. 13 No. 3, pp. 233-46.
15. van Riel, A., Liljander, V. and Jurriens, P. (2001), “Exploring consumer evaluations of e services: a portal site”, International Journal of Service Industry Management, Vol. 12 No. 3/4, pp. 359-77.
16. Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002), “Service quality delivery through web sites”, Journal of the Academy of Marketing Science, Vol. 30, pp. 362-75.