Title: Study on Customer Satisfaction in Government and Private Banks in Bengaluru Urban Districts

Authors: Mr. Ganesha B Assistant Professor, Department of Commerce, Govt. First Grade College, KR Puram, Bengaluru

Abstract: E-banking implies the provision of banking products and services through electronic delivery channels. Today, things are changing very fast, and it is very important for banks to understand the expectations of their customers. Customer satisfaction and service quality are interrelated. The aims of this study are to examine how the service quality of internet banking influences customer satisfaction with Indian Overseas Bank, Canara Bank, Punjab National Bank, ICICI Bank, and HDFC Bank. An exploratory survey was conducted to investigate the impact of internet banking service quality on customer satisfaction in the Karnataka region. Convenience sampling was used, and various types of internet banking customers were approached in different parts of Karnataka. Data was collected from a sample of 192 internet banking customers from Bangalore, Mysore, Mangalore, Hubli, and Ballari. The results indicated that the internet banking service quality on all the dimensions has a significant impact on the customer satisfaction of internet banking customers. Each of the dimensions, namely efficiency, system availability, fulfillment, privacy, contact, responsiveness, and security, contributes 71% to the overall customer satisfaction in internet banking in public and private banks.

Keywords: Internet banking service quality, customer satisfaction, efficiency, responsiveness.

DOI: 10.5281/zenodo.8140605

African Journal of Accounting, Auditing and Finance, 2023 Vol.9 No.1, pp.1 - 8

Received: 15 Dec 2022
Accepted: 18 March 2023
Published online: 17 May 2023