{"title":"网上银行的服务质量与客户满意度","authors":"V. Dharmavaram, Rajyalakshmi Nittala","doi":"10.4018/IJOM.2018040103","DOIUrl":null,"url":null,"abstract":"The main objective of this article is to examine online banking service quality factors that influence customer satisfaction in Visakhapatnam city, Andhra Pradesh, India. Data was collected through structured questionnaire from a sample of 513 respondents. Factor analysis was done to find out the contribution of each variable and multiple regression was used to test the hypothesis. This study found six factors, responsiveness, reliability, privacy and security, ease of use, website design and information quality that have positive influence on customer satisfaction. The findings help the banker to identify the critical areas to pay attention to increase customer satisfaction in online banking.","PeriodicalId":308658,"journal":{"name":"Int. J. Online Mark.","volume":"82 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2018-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"12","resultStr":"{\"title\":\"Service Quality and Customer Satisfaction in Online Banking\",\"authors\":\"V. Dharmavaram, Rajyalakshmi Nittala\",\"doi\":\"10.4018/IJOM.2018040103\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"The main objective of this article is to examine online banking service quality factors that influence customer satisfaction in Visakhapatnam city, Andhra Pradesh, India. Data was collected through structured questionnaire from a sample of 513 respondents. Factor analysis was done to find out the contribution of each variable and multiple regression was used to test the hypothesis. This study found six factors, responsiveness, reliability, privacy and security, ease of use, website design and information quality that have positive influence on customer satisfaction. The findings help the banker to identify the critical areas to pay attention to increase customer satisfaction in online banking.\",\"PeriodicalId\":308658,\"journal\":{\"name\":\"Int. J. Online Mark.\",\"volume\":\"82 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2018-04-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"12\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Int. J. Online Mark.\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.4018/IJOM.2018040103\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Int. J. Online Mark.","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.4018/IJOM.2018040103","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Service Quality and Customer Satisfaction in Online Banking
The main objective of this article is to examine online banking service quality factors that influence customer satisfaction in Visakhapatnam city, Andhra Pradesh, India. Data was collected through structured questionnaire from a sample of 513 respondents. Factor analysis was done to find out the contribution of each variable and multiple regression was used to test the hypothesis. This study found six factors, responsiveness, reliability, privacy and security, ease of use, website design and information quality that have positive influence on customer satisfaction. The findings help the banker to identify the critical areas to pay attention to increase customer satisfaction in online banking.
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