Service quality and customer satisfaction in the electronic banking
Tharanikaran, Vadivelu, Sritharan, Sutha, & Thusyanthy, Vadivelu (2017) Service quality and customer satisfaction in the electronic banking. International Journal of Business and Management, 12(4), pp. 67-83.
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156025570. Available under License Creative Commons Attribution 4.0. |
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Description
The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.
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| ID Code: | 245802 | ||
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| Item Type: | Contribution to Journal (Journal Article) | ||
| Refereed: | Yes | ||
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| Measurements or Duration: | 17 pages | ||
| DOI: | 10.5539/ijbm.v12n4p67 | ||
| ISSN: | 1833-3850 | ||
| Pure ID: | 156025570 | ||
| Copyright Owner: | 2017 The Authors | ||
| Copyright Statement: | This work is covered by copyright. Unless the document is being made available under a Creative Commons Licence, you must assume that re-use is limited to personal use and that permission from the copyright owner must be obtained for all other uses. If the document is available under a Creative Commons License (or other specified license) then refer to the Licence for details of permitted re-use. It is a condition of access that users recognise and abide by the legal requirements associated with these rights. If you believe that this work infringes copyright please provide details by email to qut.copyright@qut.edu.au | ||
| Deposited On: | 24 Jan 2024 11:11 | ||
| Last Modified: | 28 Oct 2025 00:21 |
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