The Impact of E-Service Quality on Customer Satisfaction in Internet Banking: Special Reference to Licensed Commercial Banks in Sri Lanka

Abstract

Internet banking is most popular banking tool and it is considered as one of the main services introduced by the banking industry today. Bankers offer electronic services or E services via internet banking to improve the customer satisfaction by providing more efficient and convenient service. Therefore EService quality is considered as the most prominent in gaining customer satisfaction. Although service quality is most researched, E-Service quality is given less attention among the researchers as well as in literature. This study is aimed to examine the impact of E-service quality on customer satisfaction among licenced commercial banks in Sri Lanka. The study is used Efficiency, System availability, Fulfilment, Privacy, Responsiveness, Compensation, and Contact as E-service quality dimensions. The respondents include 100 customers who are using internet banking service in randomly selected Licensed Commercial Banks in Sri Lanka and data is collected through a structure questionnaire. The correlation analysis and regression analysis are employed for analyse data. The study findings of the study will have implications to the bankers for improving E-services quality and propose more quality oriented E service interventions to enhance customer satisfaction.