HTTPS://SITES.GOOGLE.COM/SITE/JOURNALOFCOMPUTING/
WWW.JOURNALOFCOMPUTING.ORG 131
Abstract—Internet banking has become increasingly important because it is one of the most popular delivery channels for
banking services accepted by customers in cyber era. This study investigates on how the customers perceive the value of
Internet banking over the traditional way of banking. It identifies the perceived service quality dimensions of self-service
technology (Internet banking) and the impact of these perceived service quality dimensions towards customer satisfaction level
in Internet banking. Primary data was collected from 250 respondents, through a structured questionnaire. Statistical analysis,
descriptive statistics and correlation were used to know the perceived service quality of Internet banking (IB) and level of
satisfaction between customers in India. The finding depicts many factors such as perceived value, perceived service quality;
customer satisfaction and their loyalty have significant impact on a customer acceptance of Internet banking.
Index Terms— Perceived value, Service quality, Customer satisfaction, Customer loyalty.
—————————— ——————————
1 INTRODUCTION
contact.
4 RESULTS AND DISCUSSIONS IB increases the efficiency of the
3 7 6.00 0.82
service delivery system
IB increases the effectiveness of
The purpose of this study is to identify the perceived ser- 3 7 6.17 0.83
the service.
vice quality dimensions of self-service technology (Inter-
net banking) and impact of these perceived service quali- IB performs the service right at
1 7 5.37 1.24
ty dimensions towards customer satisfaction level in In- the first time always
ternet banking in India. IB does not matter surrounding
3 7 5.64 1.13
The collected data are analyzed with the use of statis- and appearance of bank.
tical measures. The statistical package for SPSS 18.0 was The navigation of IB is easy of
1 7 5.10 1.03
used for processing data. The descriptive statistics and use and personalized.
correlation measures were applied to get an understand- IB performs the service much
3 7 5.40 1.25
ing of how customers perceive Internet banking (IB). Ta- quicker and with no mistakes
ble 1 gives the descriptive statistics – minimum score and I feel safe and confident to use
1 7 5.12 1.23
maximum score opted by the respondents, average of IB for banking operations.
each item used for customer perception towards Internet I find using IB is useful 3 7 6.10 0.73
banking as level of satisfaction, and standard deviation in I will recommend IB in general
1 7 6.04 0.96
each item. to others
It is quite evident from the results that customers in- I will recommend this specific
deed realized that Internet banking is very easy to use, (presently using) bank’s IB to 1 7 5.25 1.42
highly useful, and efficient and that they prefer to use and others
get maximum benefits when compared to the traditional I will recommend this specific
2 7 5.24 1.27
banking method. The perceived value is considered very (presently using) bank to others
high for the Internet banking service. The purpose of us- I have the intention to make use
ing self-service technologies is to standardize the services of this IB service in general 1 7 6.11 1.15
so as to improve the service quality and satisfaction level. again in future
This is also evident from the descriptive statistics of the I have the intention to make use
service quality components of Internet banking. The satis- of this specific (presently using)
1 7 5.41 1.32
faction level with the technology is also high. Moreover company’s IB again in the fu-
the results are encouraging for the companies as very ture
many satisfied people would like to recommend this ser- I have the intention to make use
vice to others. Their tendency to use this self-service tech- of this specific company (pre- 1 7 5.24 1.24
nology repeatedly shows high loyalty to these services sently using) again in the future.
and also to companies offering these services. Customers IB network distribution 1 7 5.50 1.20
are satisfied with current services and facilities of Internet
Continuous service 1 7 5.31 1.14
banking.
Variety of transactions 1 7 5.19 1.21
General assessment about the
2 7 5.26 0.90
service