DEVELOPMENT OF AN INSTRUMENT TO MEASURE INTERNET BANKING SERVICE QUALITY IN INDIA

Authors

  • Kamal K. Gupta Associate Professor, INMANTEC Business School Integrated Academy of Management and Technology-Ghaziabad-201009 (U.P.)-India
  • Dr. Ipshita Bansal Professor, FMS-WISDOM Banasthali University Bansathali Vidyapith Rajasthan-304022 India.

Keywords:

Internet Banking, Service Quality, Banking, India, Online Service Quality

Abstract

This paper attempts to develop a reliable and valid instrument of measuring Internet banking service quality in India, and also analyses the impact of Internet banking service quality dimensions on the Overall Internet Banking Service Quality and customer satisfaction. Given the exploratory nature of this research, extant literature survey, focus group discussion and expert interviews were used to develop a battery of Internet banking service quality items. A sample of 1350 Internet banking customers of private sector, public sector and foreign banks was surveyed in the Delhi Metropolitan Area. Results of exploratory factor analysis (EFA) revealed five dimensions— Security/Privacy, Reliability, Efficiency, Responsiveness, and Site Aesthetics. This five dimensional model arrived through EFA was validated through a confirmatory factor analysis (CFA). The proposed research model shows acceptable fit indices. Impact of these dimensions on the Overall Internet Banking Service Quality and customer satisfaction are analysed using multiple regression technique. Findings indicate that all dimensions carry significant impact on the Overall Internet Banking Service Quality perceptions and customer satisfaction. However, Security/Privacy and Efficiency dimensions carry the maximum impact on the Overall Internet Banking Service Quality and satisfaction respectively.

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Published

01-09-2021

How to Cite

Kamal K. Gupta, & Dr. Ipshita Bansal. (2021). DEVELOPMENT OF AN INSTRUMENT TO MEASURE INTERNET BANKING SERVICE QUALITY IN INDIA. Researchers World - International Refereed Social Sciences Journal, 3(2(2), 11–25. Retrieved from https://researchersworld.com/index.php/rworld/article/view/597

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