FACTORS INFLUENCING OVERALL SERVICE QUALITY OF ONLINE BANKING: A COMPARATIVE STUDY OF INDIAN PUBLIC AND PRIVATE SECTOR BANKS
FACTORS INFLUENCING OVERALL SERVICE QUALITY OF ONLINE BANKING: A COMPARATIVE STUDY OF INDIAN PUBLIC AND PRIVATE SECTOR BANKS
Author(s): VIRAL BHATTSubject(s): Business Economy / Management, ICT Information and Communications Technologies
Published by: Editura Universităţii »Alexandru Ioan Cuza« din Iaşi
Keywords: online banking; overall service quality; factor analysis; multiple regression analysis; public and private banks;
Summary/Abstract: Customer relationship and retention is the key to success for banks. One of the way to achieve it, is through improvement in overall service quality of online banking. This paper have identified factors influencing overall service quality of online banking by survey of 1014 online banking users and have proposed a model. Next, model was validated through a comparative study of public and private sector banks in India. Paper concludes that all independent factors of proposed model do influence overall service quality of online banking of both types of banks but the individual factor influence differently with different bank types.
Journal: Review of Economic and Business Studies (REBS)
- Issue Year: 2020
- Issue No: 25
- Page Range: 27-46
- Page Count: 20
- Language: English
