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A Study on Factors Affecting the Service Quality and E-Banking Services

	International Journal of Scientific Research and Engineering Development (IJSRED)	Full Text:
	Published Issue : Volume-3 Issue-5
	Year of Publication : 2020
	Unique Identification Number : IJSRED-V3I5P66
	Authors :Bodige Mamatha
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Abstract :

The present research paper to study the factors affecting the service quality on E-banking services and also the affect of these factors on various demographic variables and e-banking services, best service quality always helps to retaining new and existing customers with long term profitability towards banks. This research paper evaluates main service quality factors like Reliability, Responsiveness, Tangibility, Empathy and Accuracy on E-banking banking services. For conducting customer's survey with 386 customers likert scale based questionnaire was developed. Collecting data was analysed using principle component using SPSS 20.0; and tools like Percentage analysis, ANOVAs and Factor analysis used. The results of the ANOVAs showed that demographical variables significant different with E-banking services and Service Quality factors except gender, and Service Quality factors significant different with E-banking services, and results of factor analysis indicates that, all factors like Reliability, Responsiveness, Tangibility, Empathy and Accuracy with their respective dimensions found significant with internet banking..