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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 | Size | Format | |
|---|---|---|---|
| Customer's Perception regarding Service Quality.pdf Restricted Access | 3.59 MB | Adobe PDF | View/Open Request a copy |
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