The Impact of Service Quality on Customer Satisfaction in Internet Banking

This paper presents a study to investigate service quality indexes in Internet Banking. This is an applied research study of descriptive-surveying kind. The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Iran. To study the relation between service quality and customer satisfaction, first a hybrid model based on the previous works has been proposed. Six service quality dimensions namely reliability, efficiency, responsiveness, fulfillment, security / privacy and website design have been established based on the literature review. The data were gathered through survey interview by a questionnaire that was designed on a 5-Point Likert scale. This study evaluated influence of service quality on customer satisfaction in Internet Banking. The study shows that the Six service quality dimensions has meaningful relationship with customer satisfaction in Internet Banking and reliability has most relation and website design has least relation to customer satisfaction.