Measuring Service Quality of Internet Banking Portal in India

December 7, 2015 Posted by admin

Mahendra S. Sharma and Nirav B. Halvadia
Faculty of Management Studies, Ganpat University
Mehsana, Gujarat-384001, India.

Abstract
This study investigates the impacts of variuous internet banking portal service quality dimensions on overall internet banking portal service quality.The research used the dimensions of online service quality, internet banking service quality and web portal service quality to develop a framework that can be used to measure internet banking portal service quality in India. Data for the research was collected from a sample of 400 bank customers of some selected Indian public and private banks who use internet banking portal. Ten dimensions of internet banking portal service quality are identified. These include information quality, website design, ease of use, reliability, security and privacy, interactive interrogation, personalization/customization, basic service quality, other financial products’ service quality and added values. Some Path analyses were done. The results of the analyses show that added values, ease of use, personalization/customization, website design, interactive interrogation and other financial products’ service quality have significant impact on overall internet banking portal service quality. This indicates that these are good and important dimensions for measuring or predicting internet banking portal service quality. Our findings from the study have the potential to help indian banks in understanding how internet banking portal users assess internet banking portal service quality. The study provides reliable and valid scale for measuring internet banking portal service.

Keywords: Service quality, dimensions of online service quality, assessment of reliability, assessment of validity, factor analysis, path analysis.

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