Volume : VII, Issue : I, January - 2018

Quality of Online Banking: A SERVQUAL approach

Parveen Roja M, Geethanjali N, Sabarirajan A

Abstract :

 

Banking industry has faced a tremendous sea change in the way operations have been done with the introduction of core–banking solutions where the anches were interconnected and subsequently the banking systems were connected with third party service providers through the payment gateway. This technological intervention has revitalized the level of quality of service the customers were experiencing with the reduced waiting time, reduced queues and  self–servicing through ATMs, e–corner and online banking facilities. With the technology, Banks are able to reduce the transactional errors and improve the speed of operation. However analysis of the system from the perspective of the users has to be done frequently to find the gap in the expectation and experience of the users. The current study focused on analyzing quality of the online banking system applying the gap analysis using the SERVQUAL approach. The study applied binary logistic regression for analysis. The study found the gap was found to be more in the assurance dimension of the online banking services and the gaps in assurance, availability and reliability affected the online banking access by the customers.

Article: Download PDF    DOI : https://www.doi.org/10.36106/paripex  

Cite This Article:

Parveen Roja M, Geethanjali N, Sabarirajan A, Quality of Online Banking: A SERVQUAL approach, PARIPEX‾INDIAN JOURNAL OF RESEARCH : Volume-7 | Issue-1 | January-2018

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