SERVICE QUALITY OF E-BANKING SERVICES AND CUSTOMER SATISFACTION

Abstract

This paper aimed to verify the relationship between e- banking services and customer satisfaction
by applying SERVQUAl model. While the previous researchers had already examined the effect of
quality services on customer satisfaction and, no previous study was done on e- banking. Therefore,
this paper attempted to fill the gap in the literature by applying SERVQUAL model to study the
quality of the e- banking services rendered by the banks in Tamil Nadu. The researcher has used the
customer satisfaction as the dependent variable and the five dimensions of service quality; namely,
tangibles, reliability, responsiveness, assurance and empathy, as the independent variables. This
paper presents a study to investigate service quality indexes in e-Banking. This is an applied
research study of descriptive-surveying kind .The purpose of this research is to understand the
impact of service quality factors of e-Banking on customer satisfaction in Tamil Nadu.