Exploring Internet Banking Service Quality Attributes and It's Impact on Customer Satisfaction

Purpose: The paper focuses on studying the perceptions of customers towards e banking service quality in North Karnataka. It underlines the important e service attributes from customer point of view. It also evaluates the important of e- service dimensions on developing customer satisfaction. Design: The descriptive research design is adopted. The survey method is used for data collection. The e banking customers of north Karnataka are the respondents for the research. Data is tested using the factor analysis, correlation analysis and Regression analysis. Findings of the study: The various E- service quality dimensions identified by the different researchers were explored. The factor analyses explored the five dimensions named as Reliability and Convenience, Website Aesthetics, Privacy and Confidentiality; Responsiveness and Safety. Regression analyses confirmed that the identified dimensions of e-services of banks are important predictors of customer satisfaction in North Karnataka.