Internet Service Quality (I-Sq) Dimensions and their Impact on Customer Satisfaction: Case from Banking Industry

The present study empirically examines the impact of internet banking service quality dimensions on Customer Satisfaction (CS). This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and KMO & Bertlett's test for factor analysis. Analysis of collected data reveals that there are three dimensions of service quality, namely, Assured Service, Service Efficiency and Convenient Service which impact customer satisfaction. It was also found that customers are more satisfied with some additional service dimensions like trustworthiness, security, accessibility and awareness. This paper depicts the overall impact of various service quality dimensions on internet banking service quality (I-SQ) for better customer satisfaction through statistical and analytical measures.