Investigation of Customer Satisfaction in online banking services through Electronic Service Quality

被引：0

作者：

Mahajan, Rohit ^{[1
]}

Kumar, Vinod ^{[1
]}

Malati, N. ^{[2
]}

机构：

[1] Amity Univ, Noida, Uttar Pradesh, India

[2] Delhi Inst Adv Studies, Delhi, India

来源：

INTERNATIONAL JOURNAL OF EARLY CHILDHOOD SPECIAL EDUCATION | 2022年 / 14卷 / 03期

关键词：

Customer satisfaction; online banking; service quality; E-SERVQUAL; LOYALTY;

D O I：

10.9756/INT-JECSE/V14i3.122

中图分类号：

G76 [特殊教育];

学科分类号：

040109 ;

摘要：

In the competition, service quality is critical since it affects customer happiness. The purpose of this research is to determine how customer satisfaction with online banking is affected by service quality. E-SERVQUAL was used to assess the quality of the bank's online services, taking into account factors such as efficiency, fulfilment, security, prompt responses, and simplicity of use. The pilot research received 35 responses, with a cronbach's alpha of 0.872, suggesting that the information gathered is trustworthy. The 260 replies were analysed using EFA in SPSSv21, as well as CFA and Structural Equation Modeling in SPPS AMOS 21.

引用

页码：973 / 980

页数：8

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