Abstract:
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.
