Junior Research Symposia
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Item The Impact of Internet Banking Service Quality on Customer Satisfaction in Sri Lanka(Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Saumya, K.G.P.; Thilakarathne, C.R.Banking Sector plays a vital role in economic and financial development of a country due to its impact on the financial activities. Internet banking has become one of the widely used banking services among Sri Lankan retail banking customers in recent years. Providing high quality service to the customers is the ultimate objective of any organization. The key objective of this study is to ascertain the relationship between internet banking service quality and customer satisfaction in Sri Lankan banking context. In this empirical study, the SERVQUAL model, originated by (Parasuraman, et al., 1988) has been applied to examine the five dimensions of service quality namely tangible, reliability, responsiveness, assurance and empathy on customer satisfaction of commercial banks in Sri Lanka. The data were gathered through a structured questionnaire with 188 banking customers from five selected banks in western province using simple random sampling method. A descriptive analysis and regression analysis used to explore the level of service quality of Sri Lankan commercial banks from the customer’s perspective. The results reveled that tangible, reliability, responsiveness and assurance have more contribution to satisfy the customers in online banking. The study also explored that empathy has no influence on customer satisfaction in Sri Lanka. Therefore these findings will help the banks to establish a customer oriented strategy to retain their customers in future.Item The impact of internet banking service quality on customer satisfaction in Sri Lanka(Department of Accountancy, University of Kelaniya, 2015) Saumya, K.G.P.Internet banking is one influential form of technology-based self-service which is denoted as e-banking (Fredriksson, 2003) . Internet Banking has emerged as the most critical form of customer interaction, encompassing the structural changes required by the banks to compete within the financial markets (Rochi, 2014). Todays, no organization can be successful without regard to the needs and demands of its customers’ satisfaction (Ganjinia, Gilaninia, & Tajani, 2013). Due to the growth of technology , banking has done significant activities associated with investment in electronics to create customer satisfaction (Jun & Cai, 2001). This empirically study attempts to identify factors that determine customers’ satisfaction with internet banking within the Sri Lankan banking context. Objective of this study is to ascertain the most significant service quality dimensions that satisfy customers in internet banking. Further purpose of this study is to determine whether satisfaction ratings with internet banking service quality are influenced by customer demographic variables (Gender, age, education, income and marital status). In this crosssectional study, data on the six independent variables such as speed of delivery, ease of use, reliability, responsiveness, control, security and the dependent variable as customer satisfaction will be measured by using various service quality measurements. To gathering information for the research, all the data will be collected through primary data by developing self-administered questionnaire. The rationale of this research is to recognize the impact of service quality factors on customer satisfaction in internet banking. That means that a study of this nature is deem very important for not only academics but also players in the banking industry.