1. IR @ Alliance University
  2. Journal Articles Archive
  3. Articles to be qced
Please use this identifier to cite or link to this item: https://gnanaganga.inflibnet.ac.in:8443/jspui/handle/123456789/14716
Title: Customer's Perception Regarding Service Quality of Internet Banking - An Empirical Study of Delhi
Authors: Swati Anand
Kailash Saklani
Keywords: e-banking internet banking i-banking customer's perspective service quality
Issue Date: 2010
Publisher: Journal of Banking Information Technology and Management
Abstract: This study aims at evaluating the service quality of internet banking (I-banking) services in Delhi from a customer's perspective. A structured questionnaire containing 44 quality items was administered to various target groups. Seven quality dimensions, viz. reliability, accessibility, user friendliness, privacy/security, efficiency, responsiveness and fulfilment, are identified based on principal component factor analysis.
URI: http://gnanaganga.inflibnet.ac.in:8080/jspui/handle/123456789/14716
Appears in Collections:Articles to be qced

Files in This Item:
File SizeFormat 
Customer's Perception regarding Service Quality.pdf3.59 MBAdobe PDFView/Open
Show full item record


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.