Internet Banking Service Quality and Its Impact on Customer Satisfaction in Indore District of Madhya Pradesh

Competition and the constant changes in technology and lifestyles have changed the face of banking in India. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. Banking industry has revolutionised the internet banking services with the help of technology. Internet banking has become one of the widely used banking services among Indian retail banking customers in recent years. Despite its attractiveness, customer satisfaction towards Internet banking service has become an issue due to stiff competition among the banks in India. Customer satisfaction is critically important for its impact on customer retention and firm profitability. Internet banking service quality and customer satisfaction are inarguably the two core concepts for the researchers. It has been analysed that internet banking service quality is a key issue to maintain customer satisfaction. As the development of a customer satisfaction model in Internet banking services context in India specially in Madhya Pradesh had not been addressed by past studies, this study attempts to develop a model based on service quality dimensions, with the purpose to investigate impact of service quality on customer satisfaction. The main objectives of this empirical study is to explore internet banking service quality factors and also analyze its impact on customer satisfaction through Multiple-Regression statistical techniques. A structured likert scale based questionnaire was prepared with the help of literature and filled by internet banking users of Indore district of Madhya Pradesh through survey method. Using factor analysis five dimensions for internet service quality were extracted and to analyze its impact on customer satisfaction regression method was used by the researcher. Researcher found that there is a positive impact of service quality dimensions on customer satisfaction. Regression measures have indicated that website ease of use, comfort, accessibility, are influential factors, whereas, confidence and responsiveness also have significant impact on satisfaction of the online customers