*Assistant Professor, University Institute of Law and Management Studies, Sector 40, Gurugram, Maharishi Dayanand University, Rohtak
**Research Scholar, Maharishi Dayanand University, Rohtak
Online published on 11 October, 2019.
Intense use of digital technology for delivering banking services is becoming most prevalent because of reduced cost and quick delivery of services. Most frequent use of smart phones and growth of e-commerce lead to the digitalization of banking services. This research paper investigates the role of digital banking in perceived service quality. This is an empirical investigation and a sample of 180 customers from NCR (Delhi, Noida, Gurugram) has been taken for the study. Out of which 130 responses were found correct and are used for further research. The response rate is 72.22%. This study found that all the dimensions of service quality named responsiveness, reliability, assurance, empathy, system availability and privacy are found significant in digital banking but their perceived level of significance is different. The findings of this study might help the banks to improve the digital banking service quality.
Customer Perception, Service Quality, Digital Banking Practices
