Assistant Professor, Department of Management, Waljat College of Applied Sciences, Muscat, Sultanate of Oman
Online published on 11 July, 2017.
Consumer satisfaction has been studied and deemed to be an important area in management literature since 1960’s. Consumer satisfaction is the consumer's response in a particular consumption experience to the evaluation of the perceived discrepancy between prior expectations (or some other norm of performance) and the actual performance as perceived after the consumption experience. If the perceived performance is less than expected, consumers will be dissatisfied, on the other hand; if the perceived performance meets or exceeds consumer's expectations he/she will be satisfied. Through this study an effort has been made to investigate consumer satisfaction in service delivery in online retail banking services on expectation disconfirmation theory paradigm. Respondents were asked structured questions about various aspects of online retail banking viz., efficiency, system availability, fulfillment, service variety, responsiveness, security and response. Scores were measured for expectations and perceptions. The findings indicated that respondents surveyed were having a negative perception about service quality offered by online retail banking in India.
Service quality, Consumer satisfaction, online banking, consumer expectations, consumer perceptions
