Impact of service quality of internet banking on customer satisfaction in Kegalle district.

Abstract

nternet banking still remains as the coherent and most cost-effective channel for the banks as well as for customers. A significant feature of online Banking or internet banking is the permits customers to access their bank accounts 24/7, which is a new experience. Service Quality is the main factor that determines the success or failure of internet banking. Inability to measure the service quality is detrimental to the growth of the internet banking. Customers tend to demand equal or higher levels of service quality based on-line than the traditional services. In this context, the research was carried out to identify the Impact of service quality of Internet banking on customers’ satisfaction in Kegalle district. The study was carried out with three dimensions as reliability, efficiency, and responsiveness to measure the service quality of internet banking and two dimensions to measure the customer satisfaction as customer loyalty and customer attitude. Data were collected using questionnaire within the 200 sample. Based on the findings of the study, it concluded that service quality of internet banking is a good predictor of the customer satisfaction and there is a positive relationship between the service quality of internet banking and customer satisfaction. As well as all the dimensions of the service quality of internet banking are significant predictors of the customer satisfaction. There are no significant differences in level of perceptions regarding the service quality of internet banking by demographic factors.