Volume : I, Issue : II, July - 2012

Evaluation of Service Quality in Internet Banking: An Empirical Study in Coimbatore

Ms. R. Gokilavani, Dr. R. Ganapathi

Abstract :

This study aims at evaluating the service quality of internet banking (i-banking) services in Coimbatore from the perspective of the customer. Though there are various service quality dimensions, the author emphasises only seven dimensions viz., reliability, accessibility, user friendliness, privacy / security, efficiency, responsiveness and fulfilment. They are identified based on principal component factor analysis. Demographic analysis of data reveals that gender is hardly a bias for use and evaluation of service quality of i-banking in most of the cases across various categories of customers. Appropriate tools are used to assess the overall service quality. The results from the regression analysis reveals that customers are satisfied with the quality of service on five dimensions such as reliability, accessibility, privacy / security, responsiveness and fulfilment, but are least satisfied with the ‘user-friendliness’ dimension. The findings prioritise different parameters and guidelines to bankers to focus on the parameters on which they need to improve as the banking industry has become more competitive through the technological advancement.

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Article: Download PDF   DOI : 10.36106/ijsr  

Cite This Article:

Ms. R. Gokilavani, Dr. R. Ganapathi Evaluation of Service Quality in Internet Banking: An Empirical Study in Coimbatore International Journal of Scientific Research, Vol.I, Issue.II July 2012

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