Factors Influencing Overall Service Quality of Online Banking: A Comparative Study of Indian Public and Private Sector Banks

Authors

  • Viral Bhatt SAL Institute of Management
  • Bhoomi Mehta Nirma University

DOI:

https://doi.org/10.33423/jabe.v22i4.2915

Keywords:

Business, Economics, online banking, overall service quality, factor analysis, multiple regression analysis, public and private banks

Abstract

Customer relationship and retention is the key to success for banks. One of the way to achieve it, is through improvement in overall service quality of online banking. This paper have identified factors influencing overall service quality of online banking by survey of 1014 online banking users and have proposed a model. Next, model was validated through a comparative study of public and private sector banks in India. Paper concludes that all independent factors of proposed model do influence overall service quality of online banking of both types of banks but the individual factor influence differently with different bank types.

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Published

2020-08-04

How to Cite

Bhatt, V., & Mehta, B. (2020). Factors Influencing Overall Service Quality of Online Banking: A Comparative Study of Indian Public and Private Sector Banks. Journal of Applied Business and Economics, 22(4). https://doi.org/10.33423/jabe.v22i4.2915

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Section

Articles