A Study Using SERVQUAL Model to Assess Service Quality and Customer Satisfaction of Internet Banking Usages in Burdwan District, West Bengal
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 4
Abstract
The technology innovation of electronic channel of service delivery has brought in a level playing for business economy. The Internet banking is thus an essential medium for banking economy. However customer satisfaction is crucial for building a profitable business model. In our study an exploratory survey with the help of a Liker based questionnaire was conducted to investigate the impact of Internet banking service quality on customer satisfaction in Burdwan district West Bengal. The result implicated that the internet banking service quality dimensions have a significant impact on the customer satisfaction of Internet banking customers in Burdwan district. The main objective of this study is to identify the various dimensions of Internet banking service quality and also examine the relationship between the customer perceptions of Internet banking service quality in Burdwan district West Bengal.
Authors and Affiliations
Souvik Singha, Tanmoy Dasgupta
Keywords
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- EP ID EP410237
- DOI 10.9790/487X-2004054753.
- Views 70
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