scholarly journals Measuring Banking Service Quality among Public Sector Banks in Tiruchirrappli District

2019 ◽  
Vol 8 (12) ◽  
pp. 1898-1904
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Urban Area ◽  
Research Study ◽  
Internet Banking ◽  
Banking Services ◽  
Public Sector Banks ◽  
Banking Service ◽  
Retail Services ◽  
Number Of Branches

Background: In a competitive environment all commercial banks retail services either Public sector banks or Private sector banks are required to offer almost same services. They want to attract a new customer and retain the old customer by the way of differentiate themselves in providing and performing the well know banking services to its customer. This research study has measuring the effectiveness of banking six service quality constructs among public sector banks. Objective: Based on the above background of the study, the research paper have an objective to measure the effectiveness of six banking service quality constructs among public sector banks. Methodology: This study was purposive to measure the effectiveness of banking service quality among public sector banks in urban area of Tiruchiraappalli district. The researcher has purposively select 292 bank customer as sample respondent of Public sector bank located in the urban area of Tiruchirappalli District. Results and Discussion: In Public sector bank, the tangible indicator namely “Comfortable lobby area and adequate parking space” and the tangible indicator namely “Availability large number of branches with internet banking facility” were influence the customer.

scholarly journals E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model

2018 ◽  
Vol 5 (6) ◽  
pp. 4808-4819 ◽  
Author(s):  
Sathiyavany, N ◽  
Shivany, S
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Model ◽  
Empirical Test ◽  
Research Work ◽  
Internet Banking ◽  
Online Banking ◽  
Quality Factors ◽  
Banking Services ◽  
Banking Service

Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures covers the trends in internet banking , E-service quality dimensions relating to  e-banking services, e-Service Quality Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty, Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, e-satisfaction, and e-loyalty among the internet banking customers. Another part of this research will empirically test the formulated hypotheses in the present research work.

scholarly journals Customer Perception towards Online Banking Service Quality – With Reference to Public Sector Banks

2020 ◽  
Vol 8 (4S4) ◽  
pp. 269-272
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Research Study ◽  
Research Problem ◽  
Online Banking ◽  
Exploratory Research ◽  
Customer Perception ◽  
Quality Perception ◽  
Banking Service ◽  
Chennai City

This research study was aimed to explore the customer perception towards online banking adoption in Chennai city. This research study was adopted empirical and exploratory research design and structured questionnaire was used to gather the primary information from the public sector bank customers. The data collected were analysed with the help of PSPP software and statistical tools such as, percentage analysis, descriptive statistics, and multiple regression analysis has been applied to draw meaningful solutions to the research problem. The empirical evidences reveal that youngsters have higher online banking service quality perception as compared to elderly peoples. Those who are earning more income and having good occupation have higher online banking service quality perception as compared to other income and occupation groups. Public sector bank customers those who are using online banking practices before demonetization have higher service quality perception in online banking as compared to users started using aftermath of demonetisation.

scholarly journals Measuring the Variance between Personal Demographic Factors on Banking Tangible, Reliability and Empathy Factors of Service Quality

2019 ◽  
Vol 8 (3) ◽  
pp. 4314-4318
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Environment ◽  
Public Sector Banks ◽  
Banking Service ◽  
Study Results ◽  
Gender Education ◽  
Questionnaire Method

Purpose: In the present marketing environment customers are in the highly competitive and vibrant banking industry in India to look forward to most satisfying quality of service from their respective banks right from their entry into their premises till the fulfillment of purpose of their visit. This research paper has measure the effect of five personal demographic variables on banking service quality items. Methodology: The sample size consists of 300 respondents which were customer of public sector banks at Urban area in Tiruchirapplli District. The questionnaire method was adopted to collect the responses from customer. The questionnaire consist of five questions which are related to personal and demographic details of banks customer. This questions were nominal and Ratio scale questions. There are five questions which ware measure the customer satisfaction over the banking Tangible, Reliability and Empathy factors by using five point Likert’s Scale. Statistical Tools: The respondents are segregated on the basis of different variables such as income, age, occupation gender, Education were consider as independent variables and three core variables related to banking service quality were consider as response items. The descriptive test and analysis of variances used to verity the research hypothesis of this study. Results: Age, Gender and Income has statistically significant effect on public sector customer Satisfaction on Tangibility. Education has statistically significant effect on public sector customer Satisfaction on Empathy factor.

scholarly journals Core Service Quality in E-Banking in Madurai City- A Comparative Study among Private Sector and Public Sector Banks

2019 ◽  
Vol 7 (2) ◽  
pp. 77-83
Author(s):  
Sreeja S U K Pillai ◽  
M S Balaji
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Customer Loyalty ◽  
Internet Banking ◽  
The Internet ◽  
Public Sector Banks ◽  
The Core ◽  
Private And Public ◽  
Core Service

Internet banking can be defined as transactional online banking. It helps customers to access their accounts via the internet. It saves time, convenient and flexible for the customers to operate and bankers to provide the service. Increasing competition has forced the banks to think of better ways and means to generate better e-service qualities and services. When the core service quality offering is prompt, the banker can improve the customer satisfaction and thereby create customer loyalty. So the study has been made on identifying the service quality gap in Core Service quality offerings of Private and Public Sector Banks in Madurai city. Private sector bank customers comparatively perceive better service quality.

scholarly journals Customer Adoption of Internet Banking: An Empirical Investigation in Taiwanese Banking Context

2012 ◽  
Vol 4 (11) ◽  
pp. 570-582 ◽  
Author(s):  
Chao Chao Chuang
Keyword(s):  
Service Quality ◽  
Market Share ◽  
Empirical Investigation ◽  
Internet Banking ◽  
Security And Privacy ◽  
Banking Services ◽  
Banking Service ◽  
Bank Managers ◽  
Specific Factors ◽  
Internet Banking Services

In these days, banks work hard to attract consumers and keep their market share by providing them with more innovative services through Internet banking. Banking services are now just at the distance of one click from the mouse. The purpose of this paper is to explore how and why specific factors affect adoption of Internet banking in Taiwan context. The findings suggest six identified factors are significant in respect of customers’ adoption of Internet banking services. Convenience, accessibility and feature availability are the main motivators for consumers to use Internet banking service. Results also reveal that security and privacy play important roles in discouraging the customers to use Internet banking services. Conclusions and managerial suggestions are proposed to provide a practical contribution for bank managers to better understand customers’ perception of e-banking service quality and enhance customers’ adoption rates.

A Scale for Measuring Internet Banking Service Quality

2014 ◽  
Vol 12 (3) ◽  
pp. 12-39 ◽  
Author(s):  
Sukanya Kundu ◽  
Saroj Kumar Datta
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Ease Of Use ◽  
Internet Service ◽  
Confirmatory Factor Analyses ◽  
Perceived Service Quality ◽  
Technical Performance ◽  
Public Sector Banks ◽  
Banking Service ◽  
Survey Responses

There have been many fragmented studies of Internet service quality which have resulted in several models with different combinations of constructs and items, some focusing on different perspectives, and many using different names for the same construct. Some of these models were developed for the specific context of Internet banking. This paper consolidates these fragmented studies of Internet service quality and Internet banking service quality and proposes a scale with nine constructs to measure Internet banking service quality. The scale compares expected service (E) with perceived service (P) across all nine constructs and measures perceived service quality based on P- E. The paper then validates the scale using exploratory and confirmatory factor analyses of 499 survey responses from Internet banking customers of five Indian public sector banks. The service quality scale was conceptualised as a nine-construct, 39-item scale. Through the purification process it was reduced to 34 items spread across nine constructs: availability, site aesthetics, ease of use, technical performance, reliability, privacy, trust, responsiveness, and customisation.

scholarly journals PENGARUH E-SERQUAL TERHADAP COMMITMENT DAN SATISFACTION SEBAGAI VARIABEL INTERVENING “KASUS PENGGUNA E-BANKING DI KOTA PADANG”

2020 ◽  
Vol 22 (1) ◽  
Author(s):  
Wirda Yaniariza ◽  
Syafrizal Syafrizal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internet Banking ◽  
Equation Model ◽  
Website Design ◽  
Financial Service Authority ◽  
Banking Services ◽  
Banking Service ◽  
Internet Banking Services

In this digital edge, Indonesian Financial Service Authority (OJK) has encouraged bank industry to develop internet banking services. This service has changed the way customer interact with the bank from face to face interaction to online interaction. The development of this internet banking services have triggered marketing researcher to investigate how this service can influence customer satisfaction and commitment.  This study aims to examine the effect of internet banking service quality on customer satisfaction and commitment. A questionnaire survey has conducted to 130 bank customer’s in Padang. Research instruments of this study have been adapted from many previous studies. Structural Equation Model analysis technique has been used to analyze the data of this research. The result of this study found that the dimension of internet banking service quality such as easy to use, website design, privacy, responsiveness, efficiency and reliability have significant effect on customer satisfaction. Furthermore, it was found that customer satisfaction has significant effect on customer commitment.Keywords: Commitment, Stisfaction, E-Banking

Service Quality Perception towards E-CRM Practices among Customers of Private and Public Sector Banks of Rajasthan Using SERVQUAL Method

2018 ◽  
Vol 7 (3) ◽  
pp. 22
Author(s):  
Neeti Kasliwal ◽  
Jagriti Singh
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Banking Sector ◽  
Sampling Technique ◽  
Vital Role ◽  
Public Sector Banks ◽  
Significant Difference ◽  
Private And Public ◽  
Score Method ◽  
Public Banks

Banking sector is growing rapidly and playing a vital role in the economic development of the nation. Both private and public sector banks are giving more priority to service quality to satisfy their customers. For this, banks are now emphasizing on E-CRM practices to carry out transactions and communicate with their customers. The purpose of this research is to assess the service quality among private and public banks in Rajasthan. Purposive sampling technique has been employed to collect the data from three private banks and three banks from public. To analyze the data, descriptive statistics, Mean score method and t test have been used. Results indicates that there is a significant difference in consumer’s perception of service quality dimensions related to E-CRM practices provided by selected private and public sector banks of Rajasthan..The findings of this research will help policy makers of banking sector to set customer oriented policies.

Measuring the Rural Customers’ Attitude: Knowledge and Influencing Factors of Internet Banking Usages

GIS Business ◽  
2020 ◽  
Vol 15 (2) ◽  
pp. 31-45
Author(s):  
M. Ganesan ◽  
Dr. K. Prabhakar Rajkumar
Keyword(s):  
Influencing Factors ◽  
Geographical Location ◽  
Internet Banking ◽  
General Information ◽  
Banking Services ◽  
Internet Portal ◽  
Banking Service ◽  
Use Of Internet

Internet banking refers the systems that enable the customers to access their accounts and general information on bank products and service through the use of a bank’s website, without the intervention or inconvenience of sending letter, faxes original signatures. Internet banking as an “internet portal, through which customers can use different kinds of banking service ranging from bill payment to making investment”. Thus internet banking is the use of internet by bank customers for transacting their banking transactions. In other words, it is the use of internet by banks to deliver banking transaction. In other words, it is the use of internet by banks to deliver banking services to customers irrespective of their geographical location.

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