Online Banking Service Quality and Its Impact on Customer Satisfaction

Abstract

Present study explores the online banking service quality dimensions and its impact on customer’s satisfaction. This study tries to inspect the structural association between online banking service quality and customer satisfaction based on separate constructs. Present research applies quantitative approach. The data is gathered from 285 respondents by using structured questionnaires, and the proposed model was tested using structured equation modeling (PLS-SEM). Furthermore, convergent validity and discriminant validity were assessed by researcher. Findings show that all the dimensions are found to have a positive significant influence on customer satisfaction. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and operates with online services. Study adds up considerably to the literature on banking services, and it is also fruitful for the academicians since it demonstrates the way Online banking service quality determinants to predict online satisfaction of customers. This study also useful for those online retailers and managers who want to grab online market. Therefore, study will assist the Online banking sector in building effective marketing strategies to establish long lasting relationships with customers and gain competitive advantages in the market.