Abstract:
This study examined the factors of E-service quality that affects adoption of Internet Banking
among banking customers in Sri Lanka. Objectives of this study are to find out the relationship
between electronic service quality and customer satisfaction for electronic-banking in Sri
Lanka, to evaluate the influence of a banking service qualities on adoption of Internet banking
among private bank customers, to explore the relationship between E Service Quality and
customer satisfaction on internet banking customers in private banks, to understand customer
prospects and their desire in e-banking sector, to help in assessing E service quality factors in
the context of online banking. The methodology used in this study was quantitative. Survey
questionnaires was developed based on the previous studies. Data was gathered through face to
face interviews from 89 respondents. Total of 200 survey questioners distributed among Internet
Banking Users of above three banks and received 89 with complete answers. Data was analysed
using descriptive statistic and correlation analysis. Cronbach’s Alpha was used to measure the
reliability of the data. This study identifies six factors of e service quality that affect Internet
Banking adoption. Those are Responsiveness, Web usability, Personalization, Trust, Reliability
and Privacy and Security. Results show that a greater variability in adoption of Internet Banking
can be explained by Responsiveness, Web usability, Personalization, Trust, Reliability and
Privacy and Security. The findings of this study help the bank management to strengthen the
bond between the banks and their customers, thereby helping them to retain and/or expand their
overall customer base.
