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
Date Written: May 6, 2014
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: Suggested Citation