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Analysing relationship among service quality, satisfaction and loyalty in internet banking: a study from India

Analysing relationship among service quality, satisfaction and loyalty in internet banking: a... Internet banking is one of the most upcoming phenomena which is helping banking sector's growth in India. With changing patterns of consumer behaviour and the increasing use of technology in the delivery of banking services in India, there is a need to understand consumers' perspective towards service quality of internet banking. The objective of this paper is to identify features that determine the service quality perception by internet banking consumers in India. Furthermore, study analyses the impact of service quality on customer satisfaction and additionally customer satisfaction on consumer loyalty towards the bank. Data was analysed with SPSS 18.0 and AMOS 18.0. Structural equation modelling (SEM) was used as main analytical tool to analyse the cause and effect relation of the research model constructs. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Electronic Finance Inderscience Publishers

Analysing relationship among service quality, satisfaction and loyalty in internet banking: a study from India

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd. All rights reserved
ISSN
1746-0069
eISSN
1746-0077
DOI
10.1504/IJEF.2014.063999
Publisher site
See Article on Publisher Site

Abstract

Internet banking is one of the most upcoming phenomena which is helping banking sector's growth in India. With changing patterns of consumer behaviour and the increasing use of technology in the delivery of banking services in India, there is a need to understand consumers' perspective towards service quality of internet banking. The objective of this paper is to identify features that determine the service quality perception by internet banking consumers in India. Furthermore, study analyses the impact of service quality on customer satisfaction and additionally customer satisfaction on consumer loyalty towards the bank. Data was analysed with SPSS 18.0 and AMOS 18.0. Structural equation modelling (SEM) was used as main analytical tool to analyse the cause and effect relation of the research model constructs.

Journal

International Journal of Electronic FinanceInderscience Publishers

Published: Jan 1, 2014

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