Influence of gender on satisfaction level with the services of online banking-A study with reference to Surat city

This paper has discussed the service quality of online banking services on the basis of their customers’ perceptions, and analyses how gender differences affect customers’ perceptions of service quality dimensions such as efficiency, reliability, responsiveness, fulfilment, privacy, communication, personalization, technology up gradation of online banking. 100 customers have been taken as respondents for the study purpose. The data has been collected by framing a questionnaire as per researcher as well as respondents continence. The data has been analyzed by applying chi-square test and Kolmogorov-Smirnov Test. The result shows that customers are dissatisfied with the services of online banking. It has been found that gender affects service quality perceptions and the relative importance attached to various banking service quality dimensions which have been considered for the study purpose.