Exploring the Dimensions of Internet Banking Service Quality in Indore

Malviya, S., Dehariya, N. and Sharma, G. (2014), 'Exploring the dimensions of internet banking service quality in Indore', International LNCT Management research journal, vol.1, pp. 76-79.

10 Pages Posted: 13 May 2014

See all articles by Geeta Sharma

Geeta Sharma

Devi Ahilya Vishwavidyalaya

Surendra Malviya

Devi Ahilya Vishwavidyalaya

Namit Dehariya

Devi Ahilya Vishwavidyalaya (DAVV) University

Date Written: May 6, 2014

Abstract

Due to the ingress of private and foreign banks in India, banking industry has revolutionized the internet banking services with the help of technology. Internet Banking is considered to be the very good example for applications of information technology in the service industry. The study is to explore internet banking service quality dimensions in Indore, for this we have collected data from internet banking users who are pursing higher studies in Indore. For the purpose of collecting data we have developed a scale to facilitate an empirical study to measure the internet banking service quality offered by the banks in Indore. For this purpose, quantitative research method was used, which included the design and distribution of a questionnaire and collection of empirical data on which statistical analysis has been performed. Through factor analysis we identified six dimensions related to service quality of internet banking. The identified internet banking service quality dimensions are convenience, assurance & security, reliability, responsiveness, website aesthetic and easy to recover.

Keywords: Banking, Internet banking, Service quality

JEL Classification: G20, G21

Suggested Citation

Sharma, Geeta and Malviya, Surendra and Dehariya, Namit, Exploring the Dimensions of Internet Banking Service Quality in Indore (May 6, 2014). Malviya, S., Dehariya, N. and Sharma, G. (2014), 'Exploring the dimensions of internet banking service quality in Indore', International LNCT Management research journal, vol.1, pp. 76-79.. Available at SSRN: https://ssrn.com/abstract=2433434

Geeta Sharma

Devi Ahilya Vishwavidyalaya ( email )

RNT Marg
Indore, ME Madhya Pradesh 452001
India

HOME PAGE: http://www.dauniv.ac.in/

Surendra Malviya (Contact Author)

Devi Ahilya Vishwavidyalaya ( email )

07312461888 (Phone)

HOME PAGE: http://www.iips.dauniv.ac.in

Namit Dehariya

Devi Ahilya Vishwavidyalaya (DAVV) University

RNT Marg
Indore, ME Madhya Pradesh 452001
India

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