IMPACT OF SERVICE QUALITY DIMENSIONS AND ITS INFLUENCE ON CUSTOMER SATISFACTION: A STUDY ON INTERNET BANKING SERVICES IN CHENNAI CITY

Abstract

This study examines the aspects of service quality dimensions in Internet Banking in Chennai city and investigates the effect of these dimensions on customer satisfaction. The service quality dimensions identified were speed of delivery, ease of use. Reliability, pleasure, control and privacy and security. The study makes use of mainly qualitative research approach although the quantitative research approaches was partially used for the study. Data for this study have been collected using a questionnaire and then analysed using statistical techniques. The collected primary data were analysed and interpreted accurately to find the result of the research work. By enhancing these aspects of service quality, banks may better market Internet banking to their clientele by implementing the study's managerial recommendations. According to the research, customers must have complete faith that their personal information is safe and secure on the bank's website and that their bank would not abuse it. The study highlights how important it is for banks to have a pool of extremely receptive bank workers who can properly and swiftly handle all of the needs and grievances of customers.

Keywords: Service quality, Internet banking, Customer satisfaction, public key infrastructure, Banking services