The Impact of E-banking on Service Quality: (A Case Study of Selected Cities of Punjab)
Keywords:
Service Quality Dimensions, E banking, Internet, Customer Satisfaction, Factor AnalysisAbstract
To examine the impact of e banking on service quality five point likert scales have been developed. To achieve this objective, SERVQUAL model was applied on 42 statements .Total 42 statements have been used. Respondents are asked to rate these items from 1 to 5 points based on their experiences of using E banking services. To check the reliability of scale Cronbach’s alpha have been checked. The Cronbach’s value comes to be .765 which indicates the value scale use is reliable. Factor analysis was used to extract those factors having Eigen value greater than 1. In order to study the impact of e-banking on service quality it is important to study factors which customers choose while using e-banking. It is assumed that all factors are equally important to know the impact of e-banking on the level of customer satisfaction. The identified factors can be called as Service quality dimensions.
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