*I/C HOD, Department of Hospital, Hemchandracharya North Gujarat University, Patan – 384265, Gujarat
**Assistant Professor, V. M. Patel College of Management Studies, Ganpat University, Kherva, Mehsana, Gujarat
Online published on 7 September, 2012.
The purpose of this research study is to scrutinize the service quality dimensions of internet based banking services from customers’ perspective and to analyze the impact of internet banking service quality dimensions on the overall internet banking service quality. The primary data was collected by following non-probabilistic convenience sampling technique from 300 respondents of four Indian banks via self-administered questionnaire who are using internet based banking services in Ahmedabad city, Gujarat.
The collected data were analyzed using descriptive statistics, reliability analysis, exploratory factor analysis using principal component analysis varimax rotation method, correlation analysis and multiple regression through SPSS version 16. The results in this study indicate that security, responsiveness, reliability and efficiency have influence on customers’’ perception of internet based banking service quality. The results of regression analysis indicated that security and responsiveness appeared to be significant predictors of overall service quality of internet based banking services. Although, other dimensions such as reliability and efficiency did not contribute significantly towards explaining the variance in the overall service quality rating. This study and their results have several limitations and also indicate directions for further research.
Efficiency, Internet Based Banking Service, Reliability, Responsiveness, Security, Service Quality
